New Developments in Voice Technology: The Rise of Intelligent Voice

By 2030, the global speech and speech recognition market is expected to reach US$53.66 billion.

Whenever customers have questions, they respond better using voice. Voice interaction is a more reassuring way to solve problems. Traditionally, callers must first navigate lengthy interactive voice response (IVR) menus, laboriously enter numbers and details, and then wait indefinitely until they reach a call center agent.

To overcome the unpleasant experience of waiting in an IVR loop or call transfer, businesses and brands across industries can leverage conversational voice AI technology to automate and modernize their contact centers. The versatile AI-powered cutting-edge solution called Augmented Voice Intelligence (AVI) expands enterprises’ contact center capabilities by combining the power of artificial intelligence and machines.

Understand the technology behind Augmented Voice Intelligence (AVI)

Augmented Voice Intelligence (AVI) is a purpose-built voice-first platform that works with a brand or enterprise’s customers Integration of service department and customer communication touch points. The core of Augmented Voice Intelligence (AVI) is the integration of voice automation technologies, such as automatic speech recognition (ASR), spoken language understanding (SLU), text-to-speech (TTS), etc. This underlying voice AI technology stack powers digital voice agents that can provide intelligent, multi-turn responses to customer queries.

Augmented Voice Intelligence (AVI) is designed to increase contact center productivity through voice automation of customer interactions and allowing "intelligent machine and human partnerships." Augmented Voice Intelligence (AVI) impacts the overall customer experience by automating and extending contact centers to leverage voice interactions with customers at scale, enhancing inbound and outbound communications.

Here's how this technology works:

1. Contact customer support personally.

2. AI-powered voice bots (or “digital voice agents”) respond to queries like a real person.

3. Digital Voice Agent engages in a human conversation with callers and performs tasks such as requesting appropriate details, caller authentication and call transfer to the correct agent (if the query is complex and requires human agent intervention) Wait for operations.

For digitally native brands, Augmented Voice Intelligence (AVI) provides practical capabilities to enhance their value proposition while enabling cost savings and profitability. Augmented Voice Intelligence (AVI) can provide clear benefits for critical use cases across various industries including BFSI, fintech, non-banking financial companies (NBFCs), e-commerce, travel and hospitality.

How Augmented Speech Intelligence Supports Multi-turn Conversations

AI-driven voice-first solutions designed to address the nuances of speech. They are based on Spoken Language Understanding (SLU), which makes them ready and able to conduct intelligent voice conversations. For example, when a customer says "Want to reserve a table for 4...5 people", this does not mean "45 people". Only speech AI solutions powered by SLU and built specifically for speech can understand the nuances of spoken conversation.

The enhanced voice intelligence platform is different from the popular voice assistants on the market. Google and Amazon voice assistants were created to handle a conversation. They are designed to answer general, explicit questions, not for context-aware conversations. The voice assistants embedded in our smartphones and other IoT devices respond to only one short voice command at a time. In stark contrast, voice AI agents or digital voice agents are trained for specific use cases and are therefore capable of conducting multi-turn conversations.

Augmented Voice Intelligence (AVI) can handle queries involving more than 7-8 rounds of dialogue because it understands the capabilities of human conversations and is trained on all possible questions asked by consumers. Compared to popular voice assistants, digital voice agents are able to process paralinguistic cues, filter out background noise, and understand a variety of dialects and accents, conversational pauses, and interruptions. They are also able to switch between languages ​​along with the person on the other end of the call.

This is also why the Augmented Voice Intelligence (AVI) platform is much more complex to build. Every response and action from a digital voice agent must be processed in real time, within milliseconds. To ensure it operates efficiently, millions of hours of training data are incorporated into the technology to optimize it for replicating human-like responses. After all, the core value of Augmented Voice Intelligence (AVI) is to technically simulate the characteristics of human conversations and transform CX.

It is also important to note that digital voice agents are not meant to replace human agents, but to assist them by handling low-value tasks and simple common problems, while human agents handle complex and challenging ones. call.

Benefits of Automated Customer Support

Augmented Voice Intelligence (AVI) is built for contact center modernization by automating routine, repetitive queries, providing self-service options for contact center teams, allowing them to focus on handling complex queries and increase productivity. Digital voice agents can provide proactive, compassionate and personalized assistance around the clock, reducing customer friction points and increasing customer lifetime value and retention at a lower cost. Additionally, they can independently oversee zero-value tasks and first-level customer inquiries without human intervention.

In addition to intelligent call routing and automated scheduling and booking, businesses can leverage Augmented Voice Intelligence (AVI) to automate high-volume alerts and updates to give consumers near real-time visibility into transaction status, account and Service related information.

语What is the future of artificial intelligence?

Voice AI helps businesses enhance and create new milestones in customer experience by unlocking insights and capturing intent based on their tone of voice, conversation speed, and emotion.

There are many opportunities for voice artificial intelligence, and the market is slowly heating up. Whether solving complex use cases in hospitality and banking, or something as simple as reserving a table at a restaurant, brands can deliver a unique customer service experience that is fast, convenient, efficient and hands-free. The conversational AI space (the category to which voice AI falls) is expected to reach $32.62 billion by 2030 due to its increasing relevance in reshaping contact centers. By enhancing customer support services with Augmented Voice Intelligence (AVI), companies can reduce call center expenses by 50% and provide efficient, seamless customer support around the clock.

Therefore, Augmented Voice Intelligence (AVI) is the voice of the future. By partnering with businesses, it has the potential to usher in a new technological revolution.

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