The Importance of Audio in Voice Bot Future

Spearline's new Whitepaper demonstrates the opportunity for businesses that polish their customer's audio experience

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The Importance of Audio in Voice Bot future
Unified Communications

Published: September 22, 2021

Elliot Mulley-Goodbarne

Journalist

In times of digital banking and phone line-less customer service strategies, it’s clear that cloud technology and the artificial intelligence and machine learning capabilities it unlocks are dominating the consumer’s experience.  

Although physical stores may not be essential to solve customer service problems, customers still need to communicate their problems and gain a fix.  

The same can be said in professional settings. For example, the modern meeting rooms are equipped with high-quality microphones and systems that can identify and transcribe specific voices and carry out commands when told.  

Such Voice Bots are becoming a mainstay of the modern business, with Spearline Technical Writer Josh O’Farrell saying that there is a wide range of uses for such systems in the upcoming Whitepaper.  

“Voice Bots are described as mediums (with or without screens) that can be accessed using voice commands and inputs. They assist users in a range of activities, including product and service analysis, purchase, information provision, question management, and task integration with other related items.  

“These computer-generated applications often learn user habits over time and tailor experiences to the person. In addition, such software programs have built-in AI components that allow people to interact via real-time voice messaging with the computer. This provides a service that allows the customer quick and direct interactions, interpreting a spoken command or question and then providing a relevant response.” 

Importance of Audio

These advantages are currently being put to use within businesses as part of the rollout of artificial intelligence that is hitting companies, specifically in contact center and customer experience departments. 

However, these solutions are no use without an effective audio experience. Voice bots need to be able to identify specific details of a sound sample in order to give the best experience; anything less will lead to a poor customer experience and often result in customer churn.  

O’Farrell demonstrated the importance of the customer’s audio experience with the latest figure on AI usage in contact centers as well as the future value of voice-enabled businesses.  

“As previously discussed in Spearline’s own Whitepaper 2020 Global Telecoms Report, other AI systems are being used more frequently. 7.8% of all contact centers have implemented speech biometrics, indicating a significant increase in the adoption of all AI-based technologies since late 2019.  

“About a third of contact centers have implemented process automation technology. In 2016, only 5% of contact centers had voice biometrics implemented. By 2020, this has seen a significant increase, with 7.8% of contact centers adopting AI-based technologies and growing to this day, and continues to grow.  

“Research from OC&C also shows that by next year (2022), shopping through voice devices will transact $40 billion, growing from $2 billion in 2018. So, in terms of voice-activated digital assistant technology, it’s safe to predict that talking robots will capture the majority of the consumer market, altering the face of global conversational commerce.   

“The interactive features of chatbots are delivering incredible value to many organizations, as voice-enabled systems have grown to be as near to people as possible.” 

 

 

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