> But a smart assistant can just listen to the customer and decide this automatically. But the customer will not start speaking before the system prompts them

> But a smart assistant can just listen to the customer and decide this automatically. But the customer will not start speaking before the system prompts them to speak or asks them a question. And since it has to do that in one fixed language, the choice of that language will usually determine what language the customer responds in; this is in the Indian context where most people calling into an IVR will be bilingual at least, speaking English and one regional language.