Let’s talk: The tech moment of voice is here

An organization’s voice technique will solely be as profitable as its IT infrastructure: voice responses and engagement occur in real-time, so IT-readiness might be essential to the transition.

By Manish Bahl

When we glance again on the Covid-19 pandemic, one of the unsung victims of the devastating virus is the touchscreen. While the virus made us cautious of unhygienic surfaces, the lockdown and social isolation revived our curiosity in interacting with a human-sounding voice, catalysing the large-scale shift in the direction of the voice interface.

A whopping 92% of Indian companies, which participated in a Cognizant survey, consider that the shift from contact to voice will solely speed up sooner or later, with voice interfaces increasing past sensible audio system to chatbots, purposes, services and products. Personal voice assistants are anticipated to outnumber the world’s inhabitants by 2024, and in India alone, in line with a report, the voice market is anticipated to develop 40% in 2020.

In the long run, shoppers will count on to have a voice possibility at self-checkout counters, ATMs, vehicles, elevators and anyplace else with contact interfaces. The Cognizant research reveals that solely 15% of Indian corporations surveyed have a proper voice technique in place as we speak. Fast ahead to 2022, and one other 58% of companies, in comparison with the regional common of 55%, can have a voice technique. Either you embrace the brand new age of ‘voice’ or be ready to be left behind.
According to the survey, knowledge privateness (91%), growing a model voice character (83%) and a scarcity of required expertise and data (80%) are the highest three challenges for executing a voice technique.

Discovery by means of third-party voice assistants and clients
About one billion voice searches are made every month. Nearly half of all searches might be voice-based by the top of 2020, with cellular voice searches being thrice extra possible than textual content. A model’s visibility will rely on being discovered by voice assistants. In order to boost the invention of voice options, corporations must optimise content material and infrastructure for voice search, whereas rethinking current internet content material.

Brands must construct significant “voice skills” (specifically, Alexa Skills, Google Actions) that may allow clients to find their providers after they problem a verbal command to their voice assistant (as an example, including an merchandise to a grocery record).

Enhance engagement with customers
In the enhancement section, corporations ought to add a voice functionality to spice up current processes, merchandise, purposes and providers or create voice-driven new services or products. Brands ought to give their voice personas a character that resonates properly with their customers. Companies may also must make voice core to their buyer expertise technique. The efficient use of voice-enabled purposes could be a game-changer. In addition to this, a human-centric design pondering might be instrumental in delivering the specified experiences.

We are within the early days of reaping revenues by means of voice, however the potentialities will turn into extra obvious because the know-how matures and consumer confidence grows. An organization’s voice technique will solely be as profitable as its IT infrastructure: voice responses and engagement occur in real-time, so IT-readiness might be essential to the transition. Companies want to make sure that their IT infrastructure is agile, responsive, versatile, safe, scalable and easy to deal with voice transactions. Secondly, the success of an organization’s merchandise, providers and purposes will rely on the way it leverages AI applied sciences in making interactions between people and machines extra pure.

The author is assistant VP, Centre for the Future Work – Asia Pacific, Cognizant

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