The Evolution Of Voice In Elevating The User Experience

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There is a growing expectation that many enterprises should do more to emphasize and promote empathy and accessibility in their approach to customers and employees. More and more companies are turning to innovations that amplify that tone, including increasing employment of voice technology in modern business toolboxes.

On the other side, there is also a movement within enterprises to better understand the power of voice technology and its value in creating a personalized digital experience — both for employees and customers. In fact, in Forrester’s top customer service predictions for 2021 (via, the firm noted: “Voice will be the channel for service as empathy takes center stage.” In addition to improving the efficiency and security of communications and workflows, voice is being increasingly tied to elevating the user experience.

While the use of voice technologies to enhance aspects of service and the customer experience is nothing new (it has often been used in a company’s traditional call centers), businesses are increasingly feeling more confident exploring and getting creative in other ways to use the technology. There has been a broader boost in the adoption of voice and speech recognition among companies, as it becomes more accessible and widely available. Popular technologies like AI and natural language processing have modernized it, making voice technology more authentic and relatable to specific audiences.

Witness how the use of voice technology is evolving and morphing into more innovative features that are becoming ingrained into our daily lives, including virtual assistants, voice-enabled chatbots and fraud detection.

• Virtual assistants. The adoption of virtual assistants within the corporate workplace didn’t necessarily meet the high expectations set by many in big tech and other enterprises. Interestingly enough, it has been rapidly adopted and used in verticals like retail and agriculture. One of the top examples is Walmart’s Ask Sam app, where employees can use voice technology to ask relevant questions about things like employee shifts, stock inventory, price lookups and more. Not only does this virtual assistant help Walmart strengthen employee productivity, but it also makes things easier on the employee and creates a collaborative virtual network.

• Voice-enabled chatbots. While many know of the rise of text-based chatbots as a modern addition to the customer service model, businesses are also turning to voice-enabled chatbots as another way to help customers. These “voicebots” use prerecorded answers and text-to-speech to address queries and can also be quite fluid in leveraging conversational UI or user interfaces based on human speech. They can be especially helpful to both customers and employees because they can be used to address quick queries while the user may be busy and in the middle of multitasking. The OpenDialog-powered Perfect Fit chatbot, for example, can quickly address queries and aid customers in identifying their running shoe needs. The AI-driven application customizes language and conversation flow derived from the information it collects from the user.

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