In the jungle of technology providers for Chatbots and intelligent dialog technologies: conversational customer management is the compass in the Chabot hype. Some call then digital assistants, other terms used are Voicebots, Chatbots and conversational AI. But what and how does this affect the future landscape of business?
Speaking to customers is not going away and despite the evolution of the Internet and instant messaging and emails, when it comes to customer experience voice content always leads. The reasons for this are obvious.
Speaking instead of writing – 4 reasons why our voice is the most popular means of communication:
- More intuitive– speaking is the most natural way of communicating.
- Faster– We talk faster than we can type and read. That saves time.
- Emotional– The spoken word creates the feeling of a closer connection.
- More convenient– When we speak, we have our hands free, can be on the go and do other things in parallel. This also applies to the answer heard.
Speaking is one of the most natural, fastest and easiest forms of interaction for humans. According to a study by Stanford University, voice input by a user is three times faster than input using a smartphone keyboard. In addition, when speaking, the cognitive load is lower than when typing and using digital devices is easier and more convenient in certain situations – for example, if users cannot or do not want to look at a display or the situation does not allow physical operation.
New Voicebot Generations – Accessible and natural
The development of digital voice assistants is progress through a step backwards. Namely back to natural communication, just this time in communication with machines and media. This also reaches people for media use, for which previous use of digital media came with too high barriers. In addition, the language is much more serial, more conscious, more personal and therefore more motivating than the screen could ever be. Voice communication closes gaps.
Personal digital, virtual assistance
Since digital voice assistants are primarily “personal assistants”, these services are intended to make things as easy as possible for the user or even to take them off. This also means that the digital voice assistant must know its user as well as possible and that there is a very high degree of personalisation. If you think about this further, you will quickly come to the conclusion that at some points the language assistant will perhaps make the decision entirely for you.
For a long time, typing and swiping were almost exclusively the order of the day for using computers, smartphones, tablets and other digital devices. The control over your own voice has been a marginal phenomenon for very tech-savvy users in recent years – that is now changing rapidly! The technology has evolved a lot and the advantages in use outweigh this. “Voice” is becoming increasingly important for digital applications – also for companies and for communicating with their customers.
According to many benchmark studies, telephoning is still the most popular because it is the most convenient way of contacting customers in the digital age.
Voice control and Voicebots
The classic remote control and other control methods have already given way to voice assistants in many everyday situations. The navigation system in the car or mobile phone can also be conveniently operated using the language – yes, even household appliances (keyword “smart home”) and children’s toys.
Voice control is also being used more and more in customer communication as are VoiceBots in apps and digital applications. Speech recognition and processing via “Natural Language Processing” (NLP) is getting better and better and offers companies great opportunities to deal with routine inquiries through artificial intelligence. Compared to the past attempts with basic Chabots, VoiceBots are advancing at the speed of light.
Voicebots & Changed customer behaviour
The increasing spread and use of voice user interfaces such as voice assistants is leading to changes in customer behaviour and a multitude of new touch points within the customer journey. By using voice technologies, companies cannot only expand existing digital channels (e.g. website, mobile app, call centers). VoiceBots are already available today, which can lead to quite demanding conversations. We will soon be looking back and wondering why we did so many things back then using the keyboard and screen.