Voice is changing the way humans and technology interact. In the Experience Economy, dedicated voice applications (like Siri and Cortona) and devices (like Alexa and Google Home) have transformed voice technology to a key business strategy to watch. Voice technology combined with AI algorithms are more than just information retrieval systems.
What Makes Voice so Prominent in Business?
Voice technology existed -even prior to voice assistants- as voice recognition systems but these systems failed miserably. This is due to mechanisms failing to integrate with the business systems or offer enterprise-level solutions. Compared to previous voice systems, AI is the key differentiator. Added intelligence made voice applications more contextual to the business use case. Close to 60 percent of US adults are using voice assistants and the global market of voice technologies is estimated to grow to $184.9 billion in 2021. In the U.S. more than one-fourth of organizations are using intelligent agents and the rest are planning to invest in this technology in the future.
Voice is not just an application, it's Voice-as-a-platform supporting many business applications. Voice assistants have disrupted the information and communication industry, such that its adoption is now mainstream for every business. (irrespective of the industry). In short, voice assistants have changed the way businesses get done. Even some government agencies around the world have adopted voice applications to increase the government-public engagement. Special mention should go to the home appliances industry, as this is one of the fastest growing industries to adopt this technology (think, Amazon Alexa and Google Home).
In the age of conversational commerce, voice technology is steering the overall digital experience strategy, both internally and externally.
Twelve thousand field agents will be powered by voice assistant capabilities, to help them quickly access policies as well as to schedule and prepare for meetings."
- Mark Madgett, New York Life Insurances VP
As an internal application, voice assistants:
- Improve workplace service relationships. Organizations have started using chatbots and voice assistants with service delivery platforms like ServiceNow.
- Pull up info immediately during board room meetings. Voice assistants can pull info from databases with a simple voice command.
- Monitor IT and operational systems in real time. Notifications can be delivered verbally in natural language.
- Raise service tickets and report status with a voice command. Here voice acts as a platform and service enabler.
- Remove the need for hefty dashboards by pulling up appropriate information via voice command.
- Run your entire office administration (HR, workforce management, project management, and so on) with minimal issues.
- Work with any legacy or cloud based system makes it more adaptable.
Externally facing customer service voice assistants have proved their worth by serving any number of customers at any given time, thereby saving human hours and costs.
What Voice Assistants Accomplish for Business
- Better usability
- Less training
- Touch-less UX
- Screen-less UX