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VoiceBots – Future Tech Today

By December 9, 2021December 20th, 2021No Comments

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.

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Walter is a co-founder and CEO of Sovran. Walter has spent over 21 years in the speech recognition industry and started developing the technology behind Sovran after experiencing the limitations resulting from the ordinary machine learning methodologies applied to speech recognition first hand.
Prior to Sovran, Walter collaborated with the FBK institute of Trento in Italy, and worked in technical roles in the research laboratories of Telecom Italia and with AT&T Shannon Labs in Florham Park (New Jersey, USA). During his time at A&T, Walter was involved in the development of an advanced VB help desk system which was presented to the Institute of Electrical and Electronic Engineers (IEEE) in 2006. He speaks Italian, Portuguese, Spanish and English, and has a degree in engineering with a specialism in robotics from Politecnico di Milano.
Walter is a co-founder and CEO of Sovran. Walter has spent over 21 years in the speech recognition industry and started developing the technology behind Sovran after experiencing the limitations resulting from the ordinary machine learning methodologies applied to speech recognition first hand.
Prior to Sovran, Walter collaborated with the FBK institute of Trento in Italy, and worked in technical roles in the research laboratories of Telecom Italia and with AT&T Shannon Labs in Florham Park (New Jersey, USA). During his time at A&T, Walter was involved in the development of an advanced VB help desk system which was presented to the Institute of Electrical and Electronic Engineers (IEEE) in 2006. He speaks Italian, Portuguese, Spanish and English, and has a degree in engineering with a specialism in robotics from Politecnico di Milano.
Giovanni is a co-founder and IT & R&D Director of Sovran and has been working alongside Walter since the beginning in 2008. He has been instrumental in developing the technology and trade secrets that give Sovran an edge over every other VB provider in the industry today. Prior to Sovran, Giovanni worked with Walter at AT&T laboratories as a researcher focusing on natural language, advanced dialogue systems and grammar designs. He also collaborated on various R&D projects with the University of Edinburgh, Berkeley ISCI and TechnoMarch Scientific Park. He is fluent in Italian, Portuguese and English, and has a masters degree in Telecommunications Engineering from the University of Rome, a masters degree in Audio-Visual Processing and Information Technology degree from the CEFRIEL Research Centre in Milan.
Giovanni is a co-founder and IT & R&D Director of Sovran and has been working alongside Walter since the beginning in 2008. He has been instrumental in developing the technology and trade secrets that give Sovran an edge over every other VB provider in the industry today. Prior to Sovran, Giovanni worked with Walter at AT&T laboratories as a researcher focusing on natural language, advanced dialogue systems and grammar designs. He also collaborated on various R&D projects with the University of Edinburgh, Berkeley ISCI and TechnoMarch Scientific Park. He is fluent in Italian, Portuguese and English, and has a masters degree in Telecommunications Engineering from the University of Rome, a masters degree in Audio-Visual Processing and Information Technology degree from the CEFRIEL Research Centre in Milan.
Giovanni joined Sovran with the task of helping the company develop its corporate strategy and governance. With previous experience in executive roles and strategic partnerships he is responsible for ensuring the business infrastructure evolves as the business goes through its next phase of growth. Giovanni is London based and speaks Italian and English.
Giovanni joined Sovran with the task of helping the company develop its corporate strategy and governance. With previous experience in executive roles and strategic partnerships he is responsible for ensuring the business infrastructure evolves as the business goes through its next phase of growth. Giovanni is London based and speaks Italian and English.
Patrick is responsible for defining, implementing and ensuring the alignment of the IT strategy to the company’s strategic goals and also leads the company’s R&D team. Prior to Sovran, Patrick worked in technical roles at Unisys Brazil, Banco BBM, Datamec, Contax and Tata. He holds a degree in mechanical engineering, a masters in Business Management and IT, and a masters in computing with a research line in machine learning and natural language processing. Patrick speaks English and Portuguese.
Patrick is responsible for defining, implementing and ensuring the alignment of the IT strategy to the company’s strategic goals and also leads the company’s R&D team. Prior to Sovran, Patrick worked in technical roles at Unisys Brazil, Banco BBM, Datamec, Contax and Tata. He holds a degree in mechanical engineering, a masters in Business Management and IT, and a masters in computing with a research line in machine learning and natural language processing. Patrick speaks English and Portuguese.
Clive joined Sovran to lead the company’s growth strategy and revenue. Clive has over 30yrs of B2B marketing and enterprise development in UK, US and EMEA. He commenced in the tech sector in the 90’s, developing fraud prevention solutions for the banking and insurance sector. Since then he has developed both start and scale up’s in the tech enterprise space such as Translation and E-learning, including some of the fastest moving markets in digital commerce such as The Hut Group, IHG, and TJ Maxx. Clive attended Brunel University studying Vehicle Technology and Engineering and is classically trained via CIM and Miller Heiman.
Clive joined Sovran to lead the company’s growth strategy and revenue. Clive has over 30yrs of B2B marketing and enterprise development in UK, US and EMEA. He commenced in the tech sector in the 90’s, developing fraud prevention solutions for the banking and insurance sector. Since then he has developed both start and scale up’s in the tech enterprise space such as Translation and E-learning, including some of the fastest moving markets in digital commerce such as The Hut Group, IHG, and TJ Maxx. Clive attended Brunel University studying Vehicle Technology and Engineering and is classically trained via CIM and Miller Heiman.
Marcelo is responsible for pre-sales, bot solution architecture, the preparation of technical proposals and ensuring the company’s main customer VBs are fully functional at all times. He has extensive experience in telecommunications, having previously worked in technical roles for NEC Brazil, NEC Japan, Telecom Systems, nTime, MobWave and BizVox. Marcelo holds an MBA in Telecom Management at Educação Executiva, and Electronic Engineering degree from The Instituto Tecnológico de Aeronáutica and a masters degree in Business Administration from The Pontifical Catholic University of Rio de Janeiro. Marcelo speaks Portuguese, Japanese and English.
Marcelo is responsible for pre-sales, bot solution architecture, the preparation of technical proposals and ensuring the company’s main customer VBs are fully functional at all times. He has extensive experience in telecommunications, having previously worked in technical roles for NEC Brazil, NEC Japan, Telecom Systems, nTime, MobWave and BizVox. Marcelo holds an MBA in Telecom Management at Educação Executiva, and Electronic Engineering degree from The Instituto Tecnológico de Aeronáutica and a masters degree in Business Administration from The Pontifical Catholic University of Rio de Janeiro. Marcelo speaks Portuguese, Japanese and English.
Mateus is responsible for marketing and sales at Sovran LA. He develops the sales strategy, customer experience and improves various customer facing technology platforms. Prior to joining Sovran, Mateus began his career in trade marketing at Danone in Brazil and then shifted his focus to restructuring companies in the metallurgical domain to help them diversify into new markets. Mateus has a degree in business administration from Escola Superior de Propaganda e Marketing in Brazil and a postgraduate degree in business management from Fundação Dom Cabral in Brazil.
Mateus is responsible for marketing and sales at Sovran LA. He develops the sales strategy, customer experience and improves various customer facing technology platforms. Prior to joining Sovran, Mateus began his career in trade marketing at Danone in Brazil and then shifted his focus to restructuring companies in the metallurgical domain to help them diversify into new markets. Mateus has a degree in business administration from Escola Superior de Propaganda e Marketing in Brazil and a postgraduate degree in business management from Fundação Dom Cabral in Brazil.