Conversational Voice: The Future of App Experience

In today’s rapidly evolving technological landscape, app users face several challenges that impact their overall experience. Let us delve into some of the key challenges faced by app users today.

  • SLOW – Tech-Savvy Urban users / Millennials, Gen Z, and Gen Alpha

Navigating through apps using traditional mobile keyboard-based searches can be frustratingly slow, especially for tech-savvy urban users who seek efficiency and quick results, particularly repeat users familiar with what they want.

  • Not Easy – Educated Senior Citizens

Learning to spell brand names can pose a hurdle, especially for educated senior citizens. The difficulty in typing may lead to user frustration and hinder their ability to discover the desired products or services.

  • Vernacular India – Tier 2-3 Users (30 languages and around 1,600 dialects)

In India, 90% of app users prefer to use their local language to search and conduct tasks online. Users in tier 2-3 cities may face issues due to language. They might be aware of popular brands but struggle to type in English, or only know the item names in their native language, limiting their ability to interact effectively with the app.

  • Search and Product Discovery Impact on User Retention

Search and product discovery challenges rank as the second most significant cause of user drop-offs during the app journey. Cumbersome search processes can lead to frustration and a subsequent decline in user engagement.

To solve these challenges & enhance customer experience, the landscape of app experiences is evolving rapidly, and conversational voice technology is at the forefront of this transformation.

Imagine a future where users can seamlessly communicate with their favorite apps through voice commands, revolutionizing the app experience. Despite the complexities of human speech, conversational Voice AI emerges as a transformative solution for customer service and interaction.

Voice-driven apps offer a hands-free customer experience, enabling users to engage with apps while multitasking – whether cooking meals or performing other activities. This innovation has proven to provide a hassle-free experience, contributing to its growing popularity.

  • So, what is Voice AI?

Voice AI is a division of conversational AI that focuses on simulating human-like voice conversations with customers. With this technology, businesses can honor their customers with the freedom to use voice interactions with Apps to navigate and perform their tasks.

  • What are its components?

Voice AI works exactly like a two-way human conversation with the help of several components in between.

  • Automatic Speech Recognition/Speech to Text

ASR/STT is a technology that converts human speech into computer-understandable text. This is done using a pool of words, their phonics, and a recognition algorithm. Using STT, a computer decodes the human message and further understands it to provide a response.

  • Text Processing Module / NLU

Understand the syntactic and semantics of the customer query through natural language processing. With the NLP engine, the voice app can get the complete context of the voice message. An NLP engine can also help you understand the intent and sentiments behind the user’s messages.

  • Conversation Tree / Manager

The final response message is determined by the response evaluation algorithm, which leverages sophisticated architectures, extensive training data, and contextual embeddings. This process allows the algorithm to comprehend and generate text that closely resembles natural human language.

  • Deliver response message

The final response to be sent to the customer is converted into an audio format and saved for future reference. It is then sent as a response to the customer query. The entire process is extremely fast and does not make humans feel that they are interacting with a voice driven app.

  • A Use Case Implementation

Implementing Voice AI in an ecommerce app can significantly enhance user experience and convenience. An example of voice driven Pizza delivery App :

  • Voice Search –

Enable users to search for products using voice commands.

  • Voice-Assisted Shopping –

Implement voice-driven shopping apps:

  • Order Placement and Checkout –

Allow users to place orders and complete the checkout process using voice commands.

  • Product Information –

Provide detailed product information through voice interactions.

  • Personalized Recommendations –

Utilize voice data to offer personalized product recommendations.

  • Order Tracking –

Implement voice-based order tracking.

  • Customer Support –

Enable users to search for products using voice commands.

  • Accessibility Features –

Enable users to search for products using voice commands.

  • Multi-language Support –

Enable users to search for products using voice commands.

  • So, are there any challenges in Voice AI?

Yes, there are still some discrepancies with voice recognition that need to be rectified using artificial intelligence. Even a well-designed voice app can sometimes fail to deliver the expected results. Some of the challenges that business needs to address while initiating the use of voice AI are listed below.

  • Ambient noise

Voice AI can recognize some of the surrounding sounds as a part of the user-generated voice. It can create confusion and lead to distorted results.

  • Speed of speech

If a customer speaks too fast (beyond 200 words per minute), it becomes difficult for artificial intelligence to understand the information and process it and provide a response.

  • Dialects and pronunciation

Dialects and pronunciation vary from person to person. Voice AI might fail to understand if the variation is high or if pronunciation is unclear

Despite some of these challenges in Voice AI, Businesses adopting Voice AI have witnessed remarkable results, making it a burgeoning market. Projections indicate that by the end of 2024, the global market for voice-based app & devices is expected to reach a value of $30 billion, underscoring the significant impact and potential of conversational Voice in shaping the future of the app experience.

Market studies have shown that by 2030, 30% of the total revenue generated by e-commerce websites will be through voice searches.