The term automation and artificial intelligence (AI) are usually clubbed together, but their
function and complexity are far apart. These technologies have been implemented across
industries to speed-up processes, improve efficiency and to handle large scale requirements.
One such sector that has benefitted through Automation and AI is voice.
We have all used voice assistants; The technology helps us accomplish routine tasks easily through simple commands. In the last five years, it has been widely adopted in multiple formats across markets and they keep getting better.
Ever wondered how it works?
Well, most voice-based software and hardware are created utilizing Automation and Artificial
Intelligence. Let’s break down both to get a better understanding of how it works.
The objective of automation is to allow software, hardware or machines to perform repetitive tasks without the need for human intervention. It speeds up the process and achieves the task at near 100% accuracy every time. The tasks might vary from small personal tasks like google assistant providing information, to large scale business queries where call center voice automation systems resolve customer queries. Automation is capable of performing these tasks because it is bound by explicit programming and a set of rules that define its role.
That said, voice systems don’t function purely on automation, it requires artificial intelligence to understand commands and respond accurately.
Much like automation, artificial intelligence makes it possible for machines to complete real human tasks. AI is a growing field, but the overwhelming ideology is to make machines mimic human intelligence and behavior. When it comes to voice, AI helps in understanding the user’s query and initiates a run-through of its data sets (memory) to respond with an accurate response. It is designed to seek patterns, learn from experience and deliver responses.
AI programming is designed to continually fine-tune its algorithm to ensure they deliver the best possible response.
A combination of AI and automation help in creating voice systems. First, it understands what the user query is, then runs through its data set in search of the appropriate response and finally triggers to deliver the response having mapped the best-expected resolution to the said query.
Voice automation/AI have been implemented in different formats to solve various challenges, some resolve personal queries and others resolve business queries. When it comes to addressing business needs, there is a lot more development that goes into the process, since the system is required to address large volumes of queries simultaneously, one such system is VIVA.
VIVA is a unique service that helps accelerate engagement strategy and utilizes cutting edge speech recognition and NLU technology. It provides the best engagement possible. It is an intelligent, multilingual platform that can help automate up to 80% of call center operations. With 100,000+ hours of training data, VIVA has been deployed to help businesses boost customer stickiness and loyalty through a deep understanding of the customer’s context and intent.
Voice systems like VIVA are only expected to get better and deliver a personalized experience, let us know how voice services have helped you.