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How Voice Tech Is Changing Customer Experiences


Staff member
Jan 19, 2024
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Modern companies are always striving to find the best experience for their customers through technology. Whether it be touch screens, faster payment processing, or deciding which customers take priority based on circumstance, many complex interactions today are being done faster, but also in more convenient ways. In the world of voice tech, companies are realizing its potential to bridge usability gaps with other technologies that lack certain functionalities.

Voice Tech Analytics – Game Changing for Customer Feedback​

Gartner predicts by 2025, 60% of organizations with voice of the customer (VoC) programs will supplement customer service feedback surveys by analyzing voice and text interactions with customers.

VoC programs retrieve feedback from traditional customer surveys, but also include various other channels like social media comments, posts, messages or complaints that would typically land with a customer service representative. However, these interactions itself are only telling one part of the story. Complex Natural Language Processing (NLP) can derive valuable customer context, such as emotion and experiences from emails, messages, posts and calls with the company.

Imagine AI that can analyze calls with customers and provide real-time insight which can turn into suggestions for company improvements. This is game changing as most customer service agents are only trained to read from a script and escalate issues per their own subjective decision rather than from a real-time data-oriented analysis.

A Quick Refresher on NLP

Natural Language Processing (NLP) software is a software that gives computers the ability to understand text and spoken words. Speech to text leverages this to ensure the AI comprehends the human speech. If you want to know more about other upcoming voice tech trends check out our blog here.

Speech-to-text can bridge customers with disability​

In other news, Starbucks has a plan to improve in-store experiences for customers with disabilities. The famous coffee chains plans to integrate speech-to-text technology to make it easier for employees to interact with deaf and hard of hearing customers. Starbucks has set a timeline of eight years for developing these inclusive measures, with a goal of meeting these new requirements by 2030.

While this is a different approach of using voice technology to enhance customer experience, it is equally important as for example the VoC initiatives to improve customer experiences. With the world becoming more aware of diversity, equity, and inclusion, advancement in this area is definitely most welcomed and could also potentially increase sales as it opens up a market that is often not considered.

Voice Tech is becoming more relevant​

This past decade showed how smart voice tech can be an assistant in our homes. Answering mundane questions such as weather, reminders, and complete simple tasks have been the most we have interacted with our at-home AI assistants. Now companies are taking it to the next level by trying to incorporate it into the sales funnel to ensure the customer is heard loud and clear. Only time will tell when we will be interacting with technology like we do between humans, but technology is clearly aiming to connect the missing dots in interactions.
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