Siri and Voice Recognition – Changes in Customer Service

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Many advances in technology have transformed the way people all over the world are conducting business and performing their job duties. In fact, some of the most recent changes in voice recognition and Siri technologies are also changing the face of customer service.

With Siri and voice recognition, this mobile generation can get quick answers to a wide variety of different questions instead of waiting on hold for a customer service support person to respond. Due to these latest innovations in Smartphones, Siri and voice recognition are also swiftly ushering in the newest virtual assistant. With virtual assistant applications, the user can obtain answers to their questions without having to enter the questions in manually via the smartphone keyboard.Which means, the voice recognition technology is a great alternative to using the small touch phone keyboards.The impact that this technology is having is far reaching and it is available to use on a myriad of platforms.

Voice Recognition and Customer Service

The advances in NLU (natural language understanding) are prompting the changes in customer service banking as well as other customer service operations. Prior to this technology, people could only get a response from a voice-activated prompt by saying what they needed in a specific way. If the person did not speak clearly and in a specific manner, the system would not know how to respond to the human voice. Therefore, customers were often frustrated when they complained or they would simply hang up.

Today, voice recognition systems like Siri can respond instantly to people when they are asking questions in their natural voice. As a result, the banking customer can receive their withdrawal amount, the balance of their account and other essential information in an instant. The trend in voice recognition is providing a friendly self-service experience, while it is also changing the way people behave.

The future of voice recognition is constantly growing and it is expected to reach a 58.4 billion dollar industry by the year 2015 (i.e. based on information from reportlinker.com). Voice recognition technology encompasses a global market and a mobile community. In the past, most people preferred speaking to a live voice when they needed assistance from a customer service area. However, as these trends grow, the behavior and expectations of the people are changing as well. The change that is being introduced is expected to fill in the gaps where the older technology failed, since the information that the individual receives from voice recognition systems like Siri will be more accurate and easy to obtain.

Due to these bright projections and the changes in consumer behavior, customer service operations in many companies are embracing these latest trends and changes.This means, the companies are gearing up for the new voice recognition systems by purchasing both hardware and software and they are integrating these applications into their current infrastructure. The costs of these systems can be quite expensive to implement. However, to keep a competitive edge in their industries, they are preparing for the new virtual assistant.But remember, that understanding the user is the first stage to achieving customer satisfaction. The next steps required are to guide the customers to successfully completing their tasks and, that requires a patient and capable human customer support, as well as online automated guidance tools such as WalkMe.com. They allow the customer to complete tasks using step-by-step guidance in real time. Self-tasking can significantly lower costs in the business and empower the customer, much like the Siri behavior.

You probably think I’m going to only talk about voice recognition, right? Wrong! It’s also about the behavior we have learned from this function of “Give me an answer right now, Siri”. We all do it and its changing the way we want to get customer service help. We want the answers immediately.
Users are getting used to getting responses right away, whether it’s from Siri, What’s app, Facebook or even emails. The days of holding for several minutes are incomprehensible. Especially when every day, in our hands we have a device that does everything we want, right there!

Stefanie Amini
Stefanie Amini is the Marketing Director and Specialist in Customer Success at WalkMe, the world's first interactive online guidance system. She is chief writer and editor of I Want It Now (http://ow.ly/gOU3a), a blog for Customer Service Experts. Follow her @StefWalkMe.

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