"ethical " ??? That, I believe, is a misuse of the word. I really didn't see anything in the artical where ethics applied, but rather emotions, voice stress analisis, and keyword look-up.
Still, its a good idea and could be expanded to replace almost any of the bloody interactive menues that I seem to run into daily. Maybe I wouldn't be held on hold so long that way.....boy, am I dreaming.
Wonder if they will pass a law that AI driven voice menues announce that they are AI's and not a real human.