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Voice technology and generative AI (GenAI) are ushering in a paradigm shift that is set to revolutionize our relationship with technology. According to Tobias Dengel, president of WillowTree, a TELUS International Company, this represents “the next big wave [in technology] — as big as the internet or as big as mobile.” In his book, “The Sound of the Future: The Coming Age of Voice Technology,” Dengel predicts that the next five years will see more innovation in voice technology than in the last two decades.
Voice technology and GenAI are made possible by several key technologies. Voice recognition allows machines to receive verbal commands and queries, while natural language processing (NLP) standardizes unstructured verbal inputs for further action. Natural language understanding (NLU) helps machines recognize the meaning of language, and generative AI creates context-aware responses to natural language prompts. With the combination of these technologies, voice interaction with conversational AI is becoming increasingly prominent in the customer experience context.
Generative AI and the rise of voice assistants
Voice assistants have primarily been used for simple commands or questions, known as single-turn conversations. However, generative AI is enabling conversational bots to engage in multi-turn conversations. This means that voice assistants can assume specific roles, refer back to earlier parts of a dialogue, and build context over the course of the conversation. For example, while fixing a leaky faucet, you can converse with a voice assistant under the sink, asking for assistance, trying recommended solutions, relaying results, and requesting clarification or rephrasing instructions. All of this can be done without having to leave the sink.
Bret Kinsella, founder and CEO of Voicebot.AI, believes that generative AI will lead to a massive proliferation of voice assistants, with brands creating countless voice-enabled bots to support customers and employees. This will enable more natural and intuitive interactions with technology, as humans can communicate with voice assistants in their own language. The applications for voice technology are vast, from voice-enabled banking apps that can walk users through transactions to voice-activated employee tools for summarizing meetings and assigning action items.
Improved speed and accessibility in customer experience
Voice technology offers two key benefits in customer experience: improved efficiency and broader accessibility. Voice-first experiences can reduce customer effort and deliver faster results. Multimodal voice interfaces, where users can dictate their requests and see the information on a screen, provide a low-effort experience that minimizes friction. Voice is also faster than typing, making it an ideal way to interact with devices. By prioritizing voice interactions, brands can make customer service interactions more efficient and frictionless.
Voice technology also enhances accessibility by providing support for customers who struggle with reading comprehension or are not comfortable with technology. For those who rely on self-service channels, voice assistants can offer a more intuitive and natural language interface, allowing customers to explain themselves and hear nuanced responses. This is particularly valuable for customers with vision impairments or low vision, who may rely on voice-based interactions for support.
Real-time language translation powered by generative AI further enhances accessibility. With simultaneous translation, customers can speak in their preferred language, and agents can reply in theirs. This opens up opportunities for real-time customer service between people who speak different languages. Voice technology also unlocks innovation by offering alternative input methods. For example, a mobile app could be developed using voice prompts dictated to a generative AI assistant capable of coding.
In summary, voice technology and generative AI are driving a paradigm shift in our relationship with technology. Voice assistants powered by generative AI are transforming customer interactions, making them more efficient and accessible. Brands that adapt to this next big wave in technology will be able to deliver better customer experiences and unlock new possibilities for innovation. The future of voice assistants and their impact is poised to revolutionize the way we interact with technology.
