Voice Assistants

Deliver an intuitive, automated experience for all your digital channels

Voice Assitance

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 – Comscore

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.

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Know how large oil & gas company transformed its knowledge capture in the field force using a voice assistant

features of voice assistants

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here 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
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

Outbounding

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

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

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

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

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

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

Agent workflow

  • Custom developed workflow

  • Customizable business logic for handoff scenarios

  • Prioritization, resource utilization etc can also be handled in business logic

Language Support

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

System Integration

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

Text to Speech
(Speech Synthesis)

  • Seamless continuous conversion

  • Out of the box speech to text conversion

Text Based Channels

Extending to other
text-based channels

  • Bot Framework agent can be extended to other text channels. SMS & Email connectors are available by default

Voice Systems Integration

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

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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

technology stack

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Tech

solution architecture

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Workflow

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