As with any design or technology initiative, you need to start with the user and the current state of their experience. What technology is available to create voice experiences? What are your customers’ expectations of those experiences, and how can you meet or exceed those expectations with a digital solution?
Voice technology has been evolving rapidly, with new platforms, new devices, new industries, and new integrations cropping up regularly.
WillowTree conducted a nationwide survey of 824 people to get a pulse on which voice use cases were resonating with users. We asked people to rate fifteen use cases on two criteria: usefulness and efficiency. Here’s what we found.
Based on this research and on what we’re seeing in the market, voice is poised to become the preferred interaction model for at least three unignorable use cases that currently happen primarily via screens: Specific Search, Composition & Logging, and Coaching & Instruction.
Regardless of the VoiceCases you’re focusing on, or even the platforms you intend to start with, position your company or product to move quickly as the voice space continues to develop.
The form factor, capabilities, and market share of voice-enabled devices will continue to shift rapidly over the coming years. Design a backend for your voice ecosystem that can support voice applications wherever on are: whether that’s on Google Home, in a car, or on a device yet to be invented. You should also have APIs that enable easy access for VoiceCases.
Voice engineering activities are a little more advanced than those required for conventional software applications. In addition to standard UI and back-end technologies, voice requires two additional layers: Automated Speech Recognition (ASR) and Machine Learning (ML).
The content required to “train” your AI can come from any number of places; some of the most common places to look are: in-person user interviews, customer support transcripts, customer-facing knowledge bases, and blog content.
By the same token, you should audit all customer-facing content for useful solutions to user problems. If you’ve surfaced VoiceCases in your discovery process that you don’t yet have a solution for, you’ll need to develop new content to address them.
So you’ve got some VoiceCases in mind and you’ve got a backend that can support the conversations you need to have with your users. It’s time to launch something into the world!
Here a few thought starters:
You need to rethink all of your customer’s interactions with your products and services now that there is an additional tool—voice—at your disposal.
When the steam engine was invented, you rethink your entire approach to transportation—rather than hooking a steam engine to a carriage. Similarly, you can’t just create apps for your company on Google Home and Alexa and think you’ve checked the “voice” box. You have to think about how and where voice will be the most efficient, most delightful way for your users to complete a task—even if what they’re doing via voice is just one part of a flow that happens across multiple devices or channels.
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