Since 1952 when voice recognition was first demonstrated technology has come on leaps and bounds. The use of AI technology has largely enhanced the exponential growth of voice recognition technology. AI is a term used to describe a series of related technologies that use large volumes of data to make predictions. In this case, analysing the text that has been captured by voice recognition to predict the meaning and find a suitable response. With a machines ability to effectively ‘learn’ over time they will become better at predicting what is being said and it’s meaning.
Conversation AI and customer service
While conversational AI still has its technical difficulties, it has already started to change customer service experience and will keep improving as the technology develops. Here are some examples of how this technology will benefit;
- AI assistants can more efficiently and accurately detect errors than humans,
- Being available at any time of day to assist customers.
- Driving sales through personalisation. Personalised content can be generated for each customer especially in the case of online shopping which will bring benefit for the consumer as much as the business.
- It can be applied to any industry.
- Allowing customers to log on using voice recognition instead of a password.
Voice recognition and Payment/Identification Cards
Using voice recognition has already found its place as a biometric authentication as a voiceprint. Research has shown that voice recognition is favoured as a form of identification as it’s a non-contact and non-intrusive and easy to do. Voiceprint is already used by organisations such as banks to authenticate customers. Usually, it’s used in addition to existing security to create a multi-biometric identification process.
Although there is a great promise, there are still potential challenges to Voice recognition. The potential high error rate, due to variability in a person’s voice due to illness, mood changes, poor quality voice samples due to the presences of background noise are some issues yet to be overcome.
Transcription with AI assistant
As AI technology improves and can better understand human language, then the software that can provide the transcription services will improve. This brings the benefit for business owners with a higher level of automation, comes greater efficiency, reduced costs and more reliability.
There are already several apps and Softwares available that can transcribe with a high level of accuracy. The induction of AI technology means that the software can ‘learn’ better the nuances and accents of a person so over time increase its accuracy of the transcription.
E-learning and AI
Voice recognition and AI will find its applications in E-learning as a tool to enhance the experience for students. Role-play with an AI can help trainees to prepare for real-life situations in sales or customer services. Currently, product training is often supplied through pre-recorded videos or reading material, as it would not be a cost-effective approach to train each individual in person, but by using AI tools, the training can be supplied with a much more interactive approach and so better preparing the employee.
Customising how information is delivered to learners may enable e-learning to become more accessible to people who prefer non-traditional learning styles. AI will allow for that level of customisation to be delivered on a greater level, with greater efficiency and speed.
Voice control of electronics
Using voice control with electronics is a fast-growing trend among consumers. The promise of convenience is appealing to many. Hands-free management of electronic devices such as loudspeakers, thermostat and light fixtures is drawing consumers to invest in voice control platforms such as Amazon’s Alexa and Google’s Google Assistant. While the technology is still not wholly assimilated with normal speech patterns and relies on specifically worded voice commands, technology is continuously improving and advancing.
It’s expected that by 2024 there will be 8.4 billion voice assistant devices in the world, which is more than there are people. Such growth in ownership of such devices will be aided by the investment into the development of technologies that will enhance both the functionality and the reliability of voice recognition and AI both in homes and industry.
