Voice assistants

Virtual assistants are reshaping user/employee interactions with devices in both their personal life and the digital workplace in the past few years. The democratization of AI and conversational UI is creating opportunities to deliver more personalized experiences.

The next generation of AI assistants in the enterprise is the voice-based virtual assistants.

By 2023, 25% of employee interactions with applications will happen via voice, up from almost 3% in 2019

Voice interfaces can extricate digital workers/customers from the need to interact with business applications via a mouse, keyboard or touchscreen, which presents unique benefits for frontline workers.

Give your employees/customers their own voice-enabled intelligent assistant that can automate their interactions by adding intelligence and insight to the conversation.

Using BotCore, enterprises can now aid business process automation using voice-enabled applications. Enable more personalized responses with contextual understanding, speech synthesis, voice recognition and natural language processing

Did you know: 50% of all searches will be voice searches by 2020, per comScore.

Features of Voice Assistants:

There are various features built into the niche are of Voice Assistants. These features individually and cumulatively help to provide solutions and power with the various Use cases mentioned above.

Phone number integration
  • Phone number is not available by default
  • A programmable voice phone gateway needs to be procured (Eg: Twilio)
  • Chargeable depending upon the gateway provider
  • Can send SMS and make calls to the Bot
Outbound Calls
  • Phone number is not available by default
  • A programmable voice phone gateway needs to be procured (Eg: Twilio)
  • Chargeable depending upon the gateway provider
  • Can send SMS and make calls to the Bot
Inbound Calls
  • Voice assistant’s ability to receive Inbound calls from Users
  • Dependent on the phone gateway provider, usually compatible with major service providers.
  • Can be easily dialled in from any User
  • User Authentication Possible
  • Voices can be customized, and filler noises can be added to enhance VUI
DTMF (keypad input) signal handling
  • Voice assistant’s ability to perform different tasks or series of tasks by using DTMF
  • Each number on the keypad including * and # can be assigned for various functions
  • Dependent on the phone gateway provider, usually compatible with major service providers
  • Can be used in conjunction with Feature 1, 2 or 3
  • User input features and can be utilized as a fallback
Logging
Analytics
  • Out of the box reports from Application insights
  • Can be easily integrated with PowerBI
  • Customizable report parameters according to business needs
  • Possible on both on-prem and cloud setups
  • Can help in Voice assistant’s performance improvement by providing feedback on the analytics
  • Prediction of areas of failures
Speech to
Text
  • Available in different tailormade Microsoft voices
  • Customizable according to organizations persona
  • Can emulate Human voice using Speech synthesis
  • Can customize business specific jargons, accents and pronunciations
  • Forms the base for majority voice assistants
GDPR / Privacy
  • Choose which data gets logged and which data gets skipped
  • Provide user level, data level privacy settings
  • Complies with Regulation (EU) 2016/679
Agent workflow
  • Custom developed workflow
  • Customizable business logic for handoff scenarios
  • Prioritization, resource utilization etc can also be handled in business logic
Language Support
  • Complete support for English and Spanish
  • Other supported languages will be available soon
  • Allows seamless translation of voice
  • Bi-directional and unidirectional translation available
  • Can be used in correlation with other features
LOB
Integrations
  • Out of box support for ServiceNow, JDA, Remedy and other ITSM tools
  • As long as the LoB has an API, integration is made simple via azure function apps
Text to Speech
(Speech Synthesis)
  • Seamless continuous conversion
  • Out of the box speech to text conversion
Extending to other
text-based channels
  • Bot Framework agent can be extended to other text channels. SMS & Email connectors are available by default
Voice
Notifications
  • Customizable trigger scenarios
  • Can be used to broadcast common messages
  • Can be used in an integrated assistant device, via text channels or phone number

Solution Options – Comparison:

Feature AWS Connect Microsoft Based Solution
Phone number integration Available out-of-box as part of the service A phone number is not available by default. A programmable voice phone gateway needs to be procured (Eg: Twilio)
Outbound calls Available out-of-box as part of the service Needs to be custom developed and is dependent on the phone gateway provider
Inbound Calls Available out-of-box as part of the service Needs to be custom developed and is dependent on the phone gateway provider
DTMF (keypad input) signal handling Available out-of-box as part of the service Needs to be custom developed and is dependent on the phone gateway provider
Text to Speech & Speech to Text Available Available
English & Spanish languages Available Available
Agent workflow Available out-of-box as part of the service Needs to be custom developed using SDK provided
Logging & Analytics Few reports are available out of the box. Specific reports will need to be developed Few reports are available as part of App Insights. Specific reports need to be developed
LOB Integrations Can be integrated with JDA, ServiceNow etc. using AWS Lambda Functions Can be integrated with JDA, ServiceNow etc. using Azure Function Apps
GDPR/ Privacy Available Available
Extending to other text-based channels Lex agents can be extended to other text channels like SMS. Wil require the development of required channel connectors for WhatsApp & Email Bot Framework agent can be extended to other text channels. SMS & Email connectors are available by default.

Wil require the development of required channel connectors for WhatsApp

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