Automatic speech recognition and voice biometrics are two of the new Voice Technologies that impact the way we communicate with each other more and more voice commands are at your fingertips, on a wide variety of devices, starting with the mobile, going through Alexa and the like, and even on some remote controls.
It is part of our daily lives, that we find something with which we can communicate by voice. But everything is still in diapers, and there are more technologies available that when released will impact much more than they have already done.
In recent years the way of talking with technology has evolved a lot, starting with physical keyboards, moving to touch screens until it reaches the voice. Voice interaction has been gradually introduced into our lives, especially with the arrival of voice assistants and new solutions in the telephone field to facilitate the redirection of calls, the collection of basic information of the person who is calling or expedite efforts as they reserve in a restaurant.
This sector has progressed at a dizzying pace and also constantly integrates new tools to improve its efficiency and quality. According to a study carried out by Research and Markets, the market related to voice recognition will grow at a rate of 17.2% annually from 2019 and will reach about 26.79 billion euros by the year 2025.
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The top four-voice technologies that will revolutionize the way in which we communicate, either with a contact center or with any other device are as follows:
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Automatic Speech Recognition (ASR):
In telephone environments, this technology understands and transcribes when an interlocutor dictates his telephone number or ID to the virtual operator, thus avoiding dialing via keyboard, which means a faster and easier interaction for the user.
It is a technology that is able to analyze voice calls in real-time. This is mainly used in the retail or customer service environment. It is a tool that can detect emotion, tone to the stress of the voice.
With this data, the tool analyzes them and can identify if a user is upset or frustrated so that the other person who is on the other side will be able to better manage the requests or needs of the users and this will facilitate the way to address the trouble. This means that companies improve their services.
Voice Engine Optimization (VEO):
It is increasingly common to see smart speakers with a voice assistant in home decoration. The OC&C offers figures that indicate that by 2022, 55% of households will have several of these devices.
The ComScore company maintains that by 2020 voice searches will grow exponentially, this will cause digital marketing experts to change their content strategies and be prepared to create questions and answers.
This technology is in the development phase, when it arrives it will be a giant advance in security and privacy of personal data. This system will allow the creation of a unique, secure and non-transferable vocal footprint as a measure of authentication and a digital signature that instead of using the fingerprint or facial features.
“Thanks to these new technologies, the possibilities of carrying out actions with the voice are expanding exponentially and more and more companies are betting on them. The ability to analyze the data they provide allows us to give differential value and personalize the relationship with the user, thus offering a more efficient service.
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