TELUS International Survey For National Customer Appreciation Day Reveals Consumer Sentiment About the State of Customer Experience - Seite 2

Voice Technology Explained: How It's Changing the Way We Communicate

Dengel is also the author of “The Sound of the Future: The Coming Age of Voice Technology,” and asserts that voice-enabled apps represent "the next big wave [in technology] — as big as the internet or as big as mobile."

Voice-enabled technology is powered by a few key innovations that transform how we interact with devices. Voice-enabled technology leverages automatic speech recognition (ASR), natural language processing (NLP) and understanding (NLU) to transform natural speech into machine-readable formats and interpret underlying meanings. But to be truly effective, voice must be leveraged with other modalities, such as text and images, across a single interaction for brands to be able to provide frictionless digital customer experiences.

Multimodal voice applications and the ability to give voice prompts could ‘spell’ the end of customers manually searching a website in favor of verbally describing what they seek. On average, people speak three times as fast as they can type on a keyboard, and five times faster than on a mobile device. In action, voice-enabled apps cut down the time customers spend typing or clicking by two-thirds. These technologies help make customer interactions more personal and smoother overall by enabling customers to communicate in their natural language and receive thoughtful, tailored responses.

WillowTree, a TELUS International Company, takes a multidisciplinary approach to voice technology, combining talent and deep expertise from its award-winning AI, design, strategy, and engineering teams. See how we can help your organization with our conversational AI and voice technology consulting.

TELUS International: At the forefront of the AI-fueled CX revolution

TELUS International recently launched its Fuel iX Beta Program, a powerful enterprise-grade AI engine that helps companies upgrade their GenAI pilots to production scale in order to deploy customized solutions faster, and effectively manage the technology responsibly. It offers customization flexibility with access to over 100 large language models, enabling businesses to manage applications across diverse environments and clouds. To request an invite to the Fuel iX restricted beta release, submit your request here.