Why should companies no longer ignore voice processing?

The value of data for a company is no longer to be proven… provided it is able to use it. If the question no longer arises for all structured data, voice data is today little, if at all, captured and valued … This under-exploitation is all the more critical given that this data has immense potential and offer multiple applications, with high added value.

The voice: a data unlike any other

The voice is the most natural and widely used way to communicate. Indeed, oral exchanges, which create a considerable volume of voice data, are generally much richer than written conversations. These oral conversations leave the field free to emotions and intuition to capture the most relevant information depending on the context. And, that’s without counting the multitude of other weak signals that are present during conversations, such as pauses, sighs, speed of speech, intonations, etc. This clearly underlines the complexity of using voice data. First, because a large part of this data is never captured, or “recorded”, unlike textual data now exchanged digitally. Secondly, because the voice streams do not immediately constitute usable data. To put it simply: you must first transform the sounds, which are unstructured data, into words, which are structured data in order to be able to use them.

A source of value now accessible

Fortunately, recent series of technological innovations around natural language make it possible to seriously consider the exploitation of voice data for multiple use cases. Beyond the progress made in the capture and transcription of this data, these are the major breakthroughs taking place in speech recognition and natural language understanding (NLU), two areas of Artificial Intelligence . Thus, it is now possible for companies to develop high-performance callbots in terms of user experience, capable of holding a conversation with a human, from end to end, thanks to cutting-edge technologies, operating in real time, and that on an industrial scale while ensuring data security. Likewise, these state-of-the-art technologies are capable of transcribing masses of voice conversations simultaneously and automatically extracting essential information from them, in real time, to enter them into business tools. A means of “increasing” the collaborators who, relieved of the effort of data entry, concentrate fully on the relational quality of the exchange and on tasks with high added value. This represents a revolution that will soon affect many professions: in the health sector, for example, it relieves the nursing staff by automating the entry of medical reports; in an industrial environment, information can be entered directly from the workshops; in commercial services, exchanges could be more qualitative and human, etc.

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Orality and omnichannel: levers of differentiation for companies

While there is no longer any doubt that voice data has immense potential now accessible, what is even more interesting for companies is that their customers themselves are adopting the use of voice. And this trend, highlighted by recent studies, has been reinforced by the health crisis. Indeed, 62% of French people seek human contact for exchanges with customer services * and therefore favor the telephone over written channels (email, chat, SMS, etc.). Thus, companies that will be able to place orality at the heart of customer relations by offering quality voice interaction, will meet consumer expectations while increasing the performance of their customer services. Underlying this is the omnichannel challenge facing companies or how to integrate voice channels into the customer experience.

The first step is of course to use a callbot as a referral point at the entrance to call centers. By dialoguing with the customer, by interacting with the company’s information system and by relying on immense knowledge bases, this conversational agent is able to deal autonomously with most simple, repetitive requests. low added value. Thanks to him, the volume of calls handled by humans decreases and customer satisfaction increases, not to mention that this agent is available 24/7 and speaks all languages. For more complex requests, he then hands over to a human and becomes his conversational assistant. Not only does he prepare all the elements concerning the customer’s request, collected upstream and stored in the company’s CRM for example, but in addition, he assists after the voice exchange and is responsible for extracting all the essential elements of the conversation to complete the file in real time, thus freeing the telephone advisor from the effort of typing. Thus, the resolution of the problem is facilitated, the telephone advisor is fully focused on the relational quality of the exchange and the customer experience.

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We are entering a new era of voice processing which will profoundly reinvent exchanges within the professional world, whether between employees or with customers. “Speak to get hold of. Speak to search. Will be the norm in the future. A new way of working that will necessarily have to integrate an omnichannel and tailor-made user experience.