While not intentional, bot bias has real-world implications. Even bots backed by vast data sets are vulnerable, as in the case of Google’s voice assistant, which was found in a study to be 13% more accurate for men than for women. While the same line of text can be input by anyone, response accuracy based on someone’s vocal mannerisms can make engagement with a voice bot disparate among a diverse user group. Scenarios such as dialects, speed clarity of speech and background noise all have a big impact on the accuracy of transcription, which plays a vital part in understanding the user.Ī critical element to consider with any bot is bias. Unlike text-based chatbots, which parse segments of text, voice bots must account for minor or major differences in how every single caller responds to prompts. If next-generation voice bots are this capable, why aren’t they everywhere today?Īs with any technology, voice bots come with their own set of challenges that vendors are faced with when developing their solutions and can be managed in a number of ways. Without the ability to hire tens of new support agents on the spot, businesses can be left high and dry, and in planning for eventualities like this, they should consider onboarding technology that can scale with their customer needs in a matter of seconds.
CONVERSATIONAL AI VOICE UPDATE
Whether it be an internal product update or an external factor such as Covid-19, there are an endless number of situations where a business can be suddenly hit with a surge in customers reaching out. While this example demonstrates the extreme end of what can happen, it’s indicative of a problem that can happen at any time. During the height of Covid-19, some of the largest global institutions struggled to compensate for staffing issues and an increased volume of customer inquiries, resulting in exploding wait times. Time is a critical metric for any customer support team, and the goal is always to decrease the amount customers have to spend to have their needs met, whether it be a technical problem, checking in on the status of an order or any other number of inquiries.
0 kommentar(er)
