{"id":6745,"date":"2019-11-26T07:40:05","date_gmt":"2019-11-26T06:40:05","guid":{"rendered":"https:\/\/icr-evolution.com\/?p=6745"},"modified":"2021-10-14T17:54:15","modified_gmt":"2021-10-14T15:54:15","slug":"the-revolution-of-voice-assistants","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/the-revolution-of-voice-assistants\/","title":{"rendered":"The revolution of voice assistants"},"content":{"rendered":"\r\n

If only I had a personal assistant to help with life management and admin… How many times have you longingly imagined this? Between washing machines order replacement detergent, speakers that give you weather forecasts and connected watches that alert you if your heartrate suddenly spikes, we\u2019re clearly surrounded by machines and voice assistants designed to help us with our daily lives.<\/p>\r\n

However, there still aren\u2019t any end-to-end tools that really replace a human or that actually do it all in a single application. Or are there?<\/p>\r\n

Google, Apple and Amazon are revolutionizing how we\u2019re living and managing our lives with their connected voice assistants<\/strong>. Innovative, affordable, intelligent, and sometimes even funny, we think this new kind of personal assistants is bound to have a huge impact on customer service<\/strong> although their age is only just beginning.<\/p>\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n

What\u2019s new with voice assistants?<\/strong><\/h2>\r\n\r\n\r\n\r\n

Aside from the \u201ctypical\u201d stuff such as playing your choice of music, switching on the lights in your home or texting from your cell phone, voice assistants such as Alexa can translate content in 38 languages and counting, take care of your dry-cleaning, request an Uber ride and perform a thousand other tasks. As such, they\u2019re fast becoming devices that one soon won\u2019t be able to do without.<\/p>\r\n\r\n\r\n\r\n

Smart speakers market penetration is growing so rapidly that 20% of American homes now have access to at least one of these devices. And this trend isn\u2019t going anywhere, quite the opposite, especially considering the pace at which connected devices manufacturers are innovating.<\/p>\r\n\r\n\r\n\r\n

Google has impressed us yet again with a demo of how their smart voice assistant requested a hair appointment over the phone with an unsuspecting hairdresser. In fact, this video was quite controversial as some people thought humans should be made aware they are speaking to a robot. Beyond the ethical debate<\/strong>, to us, a new door is opening to reduce customer effort and improve their experience<\/strong>.<\/p>\r\n

\"customer<\/a><\/p>\r\n\r\n\r\n\r\n

An unprecedented impact on customer care<\/strong><\/h2>\r\n\r\n\r\n\r\n

In 2016, 20% of Google Search requests were voice-driven, and ComScore anticipates that in 2020, it will increase to 50%! Big technology players have already jumped on the opportunity<\/strong>, for instance Google has recently replaced its voice search feature with an \u201cassistant\u201d, following on their AI-first strategy<\/strong>.<\/p>\r\n

Contact Center world & voice assistants<\/h3>\r\n\r\n\r\n\r\n

In the contact center world<\/strong>, at a time where conversation AI is starting to take over, smart voice assistants are opening up new interaction modes<\/strong>. And more importantly they are freeing up time for agents to focus on dealing with higher value-add requests.<\/p>\r\n\r\n\r\n\r\n

In addition to being a fantastic tool in terms of accessibility, for some smaller brands, a smart assistant means wider customer reach without having to invest in an a-commerce or other online solution, since voice assistants are able to connect directly with them over the phone or on social media.<\/p>\r\n\r\n\r\n\r\n

Robots talking to robots?<\/strong><\/h2>\r\n\r\n\r\n\r\n

As crazy as it may sound right now, we\u2019re rather certain that in a near future, simultaneous conversations between personal intelligent robots and multiple customer service chatbots are going to be the new normal.<\/strong><\/p>\r\n\r\n\r\n\r\n

Think about comparing cell phone offers as your pay monthly contract is coming to an end. You tell your smart assistant what you\u2019re looking, and \u201cshe\u201d takes care of the rest, meaning the bot will search thousands of potential deals across multiple comparison and carrier websites, instantly providing you with the best option. With artificial intelligence, bots can \u201ctranslate\u201d your requirements into code that can be used to \u201cconverse\u201d with business bots.<\/p>\r\n\r\n\r\n\r\n

At the end of the day, you\u2019ve saved a lot of time and effort and you know you have the best offer in the market. Sounds appealing, right?<\/p>\r\n\r\n\r\n\r\n

We can\u2019t write about change in technology without mentioning that for us, it\u2019s a symbol of human evolution and what may seem impossible today, we will perceive and digest naturally when the time comes. In fact, technology evolution has always been a key indicator of human evolution across time. So let\u2019s embrace change!<\/p>\r\n\r\n\r\n\r\n

We hope this point of view on voice assistants<\/strong> has been insightful. Voice as a channel is still alive, it\u2019s simply evolving.<\/strong><\/p>\r\n

We\u2019d love to continue the conversation y discuss with you what you look for in a contact center software<\/a>. Get in touch!<\/a><\/p>\r\n

\"software<\/a><\/p>\r\n","protected":false},"excerpt":{"rendered":"

If only I had a personal assistant to help with life management and admin… How many times have you longingly imagined this? Between washing machines order replacement detergent, speakers that give you weather forecasts and connected watches that alert you if your heartrate suddenly spikes, we\u2019re clearly surrounded by machines and voice assistants designed to […]<\/p>\n","protected":false},"author":2,"featured_media":7015,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[98],"tags":[],"class_list":["post-6745","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-in-technology"],"acf":[],"yoast_head":"\nThe revolution of voice assistants - ICR Evolution<\/title>\n<meta name=\"description\" content=\"What\u2019s new with voice assistants? Why are they imporant for customer care? 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