Voice services

Hey, Siri, what’s the future of enterprise voice services?

Apple’s focus on privacy is hugely important when it comes to developing Siri and voice services, as the potential goes far beyond asking your Apple Watch to turn off your lights.

silent whisper

If you use HomePod, you already know that Siri will only respond to commands slightly louder than a whisper.

You can use it to perform tasks, control home automation equipment, media playback controls, answer questions, and more. Apple’s AI teams are constantly developing ways to get Siri to do more.

Even then, it’s the thin end of the wedge.

I’ve already explained that Apple, Google, and Amazon all keep recordings of your voice interactions with their smart speakers.

I also explained the fundamental differences in their approaches that make Siri the most secure voice assistant to use:

  1. Siri recordings cannot be traced back to you because Apple does not link them to your account. Google and Amazon keep these records associated with your account.
  2. Apple deletes these records after a set period of time, unlike Google and Amazon (this is what I understand).

A recent Washington Post story (summarized here) explained the dangers of these warrantless tapings. That’s why I would never recommend doing a business transaction in the same room as any non-Apple voice device, even though about 50 million people probably do. What you say, the conversations you have, have value.

Unleash the value of voice

Voice assistant services aren’t just about what’s happening at home.

Businesses know the value of voice – and they don’t even need to analyze what you’re discussing to unlock that value.

If you’ve ever spoken with an automated customer support chatbot, you understand how voice brings value, in this case in terms of delivering personalized services. Apple’s Business Chat service is its solution to support these machines.

It’s also important to consider how the nature of the voice itself is changing now that the conversation is digitized. This voice data can be analyzed much more easily. Voice communications data analysis is real and happening.

In a sense, this is already happening every time you speak with Siri, which (although primarily dependent on pattern matching) also has increasingly precise AI capable of determining contextual information to improve recognition of what is said.

So now you have voice assistants that can understand what is being said, determine the context in which an utterance is spoken, match patterns, and analyze the content of millions of conversations simultaneously in real time.

What could be the business value of these systems?

Hey sir, what is RPA? »

There’s still a long way to go before we see voice widely used as a component in business analytics or workflow or robotic process management systems – but there are already signs of the impending change.

Think of voice as biometric identification.

Banks are already using voice recognition biometrics as part of their fraud control systems – HSBC’s VoiceID has prevented $400 million worth of fraudulent transactions.

Also consider how voice assistant technologies can act as a form of digital twin for a real human chat.

Perhaps you are involved in a group discussion on a topic. Usually people take notes during the meeting. These days we see document sharing systems that work around enterprise collaboration suites, some even provide onsite automated transcription. Voice assistants add automatic detection of key dates, future meetings, targets, and project outcomes — the same way iOS can spot a meeting date and time in an email.

Similar technologies applied to customer service calls can identify similar trends:

  • Do call inquiries for a particular product or service tend to occur at particular times of the day?
  • Automated systems can detect signs (such as an abnormally high number of customer support requests) that warn of a defective product or batch.

data mining

Back in the call center, analysis of voice communications data should provide useful performance insights (was the resolution satisfactory?) to track activation and support of personalized services : If a customer rings twice, can these systems report what their previous request was and provide call center agents with the current status of problem resolution?

Properly harnessed, voice data analysis can also provide early insight into service faults, and at least one large telecommunications company plans to harness voice data to provide voice-based business analytics solutions for client companies.

All of these transactions are based on a need for confidentiality.

Indeed, Apple CEO Tim Cook’s demand for a digital bill of rights in which customers can control and manage all the different slices of their digital data held by third-party entities seems an appropriate response, as companies , large and small, are inevitably exploring how to use this data. for their own purposes.

How many times a day does your smart lighting system send usage information back to its manufacturer? And what do they do with that data once they own it?

Learn more about voice services in the enterprise and share your thoughts: Join Twitter chat @IDGTECHtalk on Thursday, May 9, using the hashtag #IDGTECHtalk

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Copyright © 2019 IDG Communications, Inc.