As the digital revolution continues to unfold, one significant and disruptive segment — voice technology — is hitting a sophisticated new application level, one that is enhancing daily life as it continually expands into new areas of business management and communications. It holds the power to further enlighten and elevate the modern customer experience as an increasingly vital ingredient. It enables users to convert spoken language to text by drawing on a rich multitude of AI metadata in the development of new languages and can better leverage automated assistants, virtual assistants and chatbots.
As users become more tech-savvy, especially in today’s exponentially expanding remote world, it’s critical to understand the depth and breadth of spoken words with ever more clarity. Revolutionary speech recognition provides the world with modern, optimal toolsets for business that include new intent and sentiment analysis, speaker identification and statistical demographics that are driven by advanced voice biometrics and speech recognition. Through the expanding use of these tools, speech is innovatively and dramatically expanding rich informative metadata for diverse and growing uses.
Moreover, as speech accrues more data over time, it is then capable of tracking user intent and ultimately providing predictive outcomes in real time.
Here are five predictions for how voice technology will further evolve in 2022:
- Predictive Analytics Sets The Stage
Data analytics, data lake consolidation and predictive analysis will be big trends within the entire IT industry in 2022. One major benefit of voice-driven predictive analytics is it provides robust data to inform future business decisions. For example, contact centers currently analyze less than 3% of recorded-call interactions, leaving 97% of call data untouched because the employed audio format is too challenging to evaluate. Vast amounts of insight remain trapped in voice data such as gender, age, geography, health, emotion and vitality, to name a few.
As voice technology adoption grows, with it comes an inflow of data and information. With this influx, organizations can build a muscular predictive network model that can support AI initiatives. This sort of predictive model also helps executives and decision makers arrive at more data-backed, strategic decisions. This data inflow can also help drive either automated interactions or live interactions using voice.
Due to this new voice technology and its tools generating raw and unique data, voice will continue to empower predictive analytics tools, evolving into being even more informative and indispensable. Thus, predictive analytics tools will become an even bigger game-changer in almost every industry.
2. Single API Format Enables Voice Versatility
In 2022, more businesses will be looking to leverage a single API format, enabling even more versatility and flexibility in the voice technology market and affording several key benefits, including:
Enabling voice technology versatility by accommodating any audio format — whether it be a telephony platform, online, mobile or other formats.
Supporting and empowering better understanding of a customer’s intent and the metadata described earlier.
Driving the evolution of IoT and cybersecurity processes (i.e., antispoofing, authenticating users, etc.).
3. Prevalence Of Automation
Technologies that include robotic process automation, natural language processing and intelligent document processing will continue to reduce dependence on error-prone processes as well as free up human labor to focus on higher-order tasks. These capabilities will be seen in the voice technology space as well.
Further, we anticipate that in 2022 contact centers will increasingly use ASR and transcription (i.e., chatbots/voicebots), audio mining and voice biometrics to efficiently address customer needs and elevate the enterprise’s capabilities to deliver excellent customer experiences.
4. Voice Search Transforming SEO
In 2022, the number of consumers using voice-automated search when combing the internet will grow as the technology becomes more sophisticated. This has given rise to the popularity and continued adoption of in-home smart speakers and the prolific use of automated voice search (i.e., when a consumer asks its Google Home to play a specific song on Spotify while cooking in the kitchen).
We predict a global movement to perfect this kind of voice technology and that will drive marketers to regularly innovate SEO strategies to optimize voice search. Businesses seeking to attract the most possible inbound traffic will find it vital to implement voice SEO to move forward and remain competitive.
5. Strengthening Security With Voice
As banks, insurance companies and healthcare providers see and understand the value in using voice recognition to verify and authenticate customer identities, more and more businesses will employ voice biometrics to confirm the personal identity of any caller by the unique characteristics, pitch, cadence and dialect of that person’s voice. Those institutions can then use that data to easily differentiate the person from others in real time.
We envision that in 2022, voice biometrics will become a significant deterrent in fighting identity fraud in banking. For example, voice biometrics can discern if a particular person calls into a call center multiple times asking for different account numbers in the same voice, then immediately flagging that suspicious activity and informing security personnel.
Gartner predicts by 2023, 25% of employee interactions with various kinds of applications will be through voice, compared to less than 3% in 2019. Voice-enabled virtual assistants, for example, can be used to support an IT help desk team by interpreting incoming requests and performing routine tasks like resetting passwords. Being able to ask for routine assistance quickly and naturally using voice, employees have more time for their critical work.
Heading into 2022, businesses are finding increasing confidence in exploring new ways to use voice technology and its data treasure trove. There is a momentous boost in the adoption of voice and speech recognition among companies, as it becomes more deeply revealing.
Popular technologies like AI and natural language processing will continue to modernize voice technology, making it more authentic and relatable to specific audiences. As we look forward, voice biometric technology and voice recognition will continue to be embedded in modern digital user experiences, with innovative voice technology lighting the way for enterprises to further improve efficiencies, accelerate tasks and increase security while also providing unique and natural personalized user experiences.