When you need to solve a problem that involves another person, what’s the best way to solve it? By having a conversation. We’re finally able to communicate with our devices—phones, computers, wearable devices, smart speakers and more—the same way we talk to one another when we need to get things done.
We are approaching a time where we move from typing to speaking to our devices - Voice First. Voice first is here now and being integrated in to all the speaker and voice devices and processes.
As this tech becomes more accepted and user firendly, hiding much of the complexity of voice-enabled technologies, users will use their voice to order groceries, book a cleaner, call a cab (or give commands to a self-driving one), make appointments, remotely control their homes and more and more - I mean we use our voice for loads of things already - it will just be intergrated into our tech.
Will this be the 'final' single interface for interacting with a diverse variety of devices at home or on-the-go, making it easier for users to accomplish any task hands-free? I dont 'think' so, We will have to 'think about that' first.
However voice-first will be a huge step forward and change in the way we connect and control and ask our devices to help us.
Already the comedy has come - check out this - this is just an example of how results will be given for different parts of the world or parts of the country. Its funny but also have some truth in it!
There are a veriety of examples of voice-first tech and use cases, this is a great dempnstration of the possibilities today showcased by Alexa team
There is a rising importance of Voice Analytics and Voice-First. Many of us have seen the adverts for switching on security or locking your doors through voice and we maybe seen the movie Her.
However a few of us in the globe are just becoming accustomed to the technology. And as usual many users dont really understand the tech and cant use 80% of the feaures - the point is that even just a few featurs are convincing user to discover this tech and start using it.
As more people use and develop tools and systems, analytics will help developers better manage expectations, anticipate errors and help users discover features relevant to their needs and drive up adoption of voice-first.
In developing voice tech and text messaging tech there are numerous metrics that can be tracked by developers for voice platform improvement and development. These include:
• Sentiment analysis: The language used, as well as tone or pitch of users, can help to measure the sentiment of a brand or of the user experience itself helping direct support and improve engaugement.
• Intent and parameter: Intent (what the user is asking for, like “when is the booking?”) and parameter (the specific, contextual request, like “how late are they going to be?”) provide insights on consumer behavior.
• Pathing: Pathing includes the steps of the conversation as well as what actions users take afterward.
• Errors: Errors and null statements make apparent where devices and platforms fail their users.
Voice and text applications will become a key function as a part of brand omnichannel strategies - the ability to move with the customer as the customer changes platforms or locations etc.
Voice and Text data will become part of the analytics database - it cannot not be siloed in the platform database. For example, when someone buys a car policy via a chatbot, they might get a follow-up on the insurers app with trafic advice , then seamlessly have the policy update their cover for their 'by-the-miles-policy' and update the customer portal. Conversational data via text or voice will benefit every channel that connects to the bot.
Today we are just seeing the start of text and voice connectivity to devices - soon talking to a device will just be a natural as typing.
TonkaBI is the expert in Innovative Data Technology, especially for the Insurance Industry! We understand what challenges insurance companies like yours face on a daily basis, and we’ll be with you every step of the way, working with you to make this process as effective and as efficient as possible. TonkaBI is a living breathing organism, in all aspects, and if something needs to be adjusted, reorganized or rebuilt, this is something TonkaBI knows how to do this, do it right and do it quickly.
If you get a chance take a look at our website, also our blog (which you are reading now!!). Please feel free to contact me to set up a call and/or demonstration of TonkaBI.
tags #insurance #claims #artificalintelligence #AI # machinelearning #augmentedinsurance #voicefirst