Intive Blog

Improving customer experience through voice recognition

Voice recognition is not only for cars. The uses and applications for natural language processing vary widely. The products and services taking advantage of this technology are a lot, and the numbers are likely to grow during the following years. The smart speaker market is forecast to be over 35 billion dollars by 2025. But why are companies pivoting towards voice recognition?

The pros of voice recognition are not only related to following a trend and positioning among early adopters. The advantages can also be seen indoors, as this new shift in paradigm brings with itself improvements on efficiency and profitability for companies. How’s that?

The benefits range from simplifying outdated processes to a substantial reduction in business costs. But let’s dive into what gathers us here today!

How to improve customer experience through voice recognition

  1. Car Systems and Transportation Companies

Starting with the most known use of voice recognition, voice control is of great help in the automotive area. Drivers can focus on the road and drive safely while they perform different tasks. Playing music or setting coordinates for Google Maps is possible without using hands.

Going a little further, public transportation can get benefited from voice recognition too. For instance, AI-powered voice interfaces can help with journey planning and answering frequent questions. People will be able to ask about bus frequency or be provided with directions in a matter of seconds.

There’s also the possibility of integrating voice payments. If an automotive company wants to improve user experience, voice recognition can be the next answer. From Alexa, Google Assistant, or Siri assistants to custom voice recognition solutions, the possibilities for enhancing your customer journey map are a lot.

  1. Banking and Payments

Banks, insurance companies, and fintech can take advantage of voice recognition. AI voice solutions boost customer satisfaction and retention. How?

  • Accelerating the confirmation of customer identity.
  • Providing customers with their account details, making payments, or exchanging currency in a simpler and faster way.
  • When it comes to voice payments, the feature is beneficial for diverse companies, not just for financial organizations. At intive, we have recently developed an Amazon Alexa skill, which allows making donations to the British Heart Foundation. Users just need to tell Alexa how much they want to donate – anything from £1 – £2500 – and the payment is processed using their Amazon Pay account.
  1. Shopping

Voice-enabled payments can also be applied to e-commerce. Customers can place, cancel, and track orders via voice. In this way, brands can offer a higher shopping experience.

It’s important in this field to have also available connected TVs and smart displays, to provide visual context when needed, as in the case of clothes or furniture, in which smart speakers are not enough. Voice assistants can also enhance customer experience by suggesting preferred or complimentary products, based on previous shopping experiences.

  1. Home Appliances

Voice control plays an important role in the Internet of Things. The number of smart homes is forecasted to grow and surpass the 300 million mark by 2023 and voice options certainly make IoT more intuitive for the homeowners. Plus, they are especially appreciated by older or physically disabled users.

Home appliances manufacturers can and should leverage this fact, turning their products into smart ones. Users can control them directly through smart speakers by making simple requests. In this way, we can find an opportunity to improve customer experience from now on, turning every gadget and home appliance into a superior one.

  1. Healthcare

Touch-free solutions are game-changing in our current context. Voice assistants can help solve lots of challenges of the healthcare ecosystem and improve both the doctor’s and patient’s experience. How?

  • Thanks to the time-saving benefits and hands-free capabilities of voice assistants, doctors can use such devices even during sterile procedures and without taking their gloves off.
  • Patients can use voice interactions with “virtual doctors” at triage, for disease management, or for contacting doctors and nurses in hospitals. For disabled or high-risk users, remote voice assistants can help to overcome everyday challenges while staying safe at home.

Voice recognition is here

Early adoption of voice recognition can give businesses a competitive edge: from improving customer experience through the automation of routine processes reducing operative costs.

Voice recognition is already here and its potential and wide range of applications make us think we can’t avoid it if we want to provide a transcendent customer experience.

Paula Becchetti

Paula is the editor of intive’s blog. She holds a degree in Audiovisual Communication from Universidad Nacional de San Martín (UNSAM) and is a Content Manager specialized in blogs, web content, email marketing and social media. Her extensive experience in the software industry makes her very valuable when it comes to translate technical content into a colloquial language. According to her own words: “I connect with the world through technology, but also through everything that breathes, sport, music and my travels.”

Add comment