July 2021 Summaries

Voicebots are evolving from simple command and respond smart speakers to more human-like conversational AI assistants. Implementing such voicebots is challenging, as each must be built for a specific use case and domain. The foundation of these voicebots lies in having an accurate speech-to-text application. While there isn't currently a unified voicebot that can speak on any topic or dialect, experts believe it will take both breakthrough innovation and smaller innovations along the entire workflow to create one. Great speech-to-text accuracy is crucial for these conversational AI assistants to provide real-time, relevant responses.

Real-time routing of conversational data is crucial for enterprises as voice data becomes increasingly valuable. Currently, 66% of organizations struggle to capture and utilize the vast amount of voice and unstructured/structured data flowing through their business daily. This hinders them from tapping into AI-driven insights that could optimize customer experience (CX), improve sales performance, enhance compliance, and drive process efficiencies through automation. To overcome these barriers, companies should look for call recording vendors that can capture every conversation across the organization and provide access to aggregated voice data sets for use in transcription engines of their choice. This approach will become increasingly important as real-time data with context becomes a standard requirement in many leading enterprise operations.