Intelligent Services will not only learn to talk with us, but also to recognise emotion so they can truly engage with our lives.
For years we have interacted with machines by touch – using a keyboard, screen or mouse. But this is not the natural way for humans to communicate. As humans, we prefer voice. In 2018, we’ll see more machines communicate the way humans do, with the potential for technology to become more ingrained into our lives than ever.
We’re at the beginning of a voice-fuelled technology transformation where new types of devices and services, such as the Echo and Alexa, allow us to communicate more naturally. They are being embedded into everything from cars to home automation services to the factory floor.
Ford, for example, has integrated Alexa into its vehicles, allowing its customers to engage in a more intuitive way with its cars. Drivers can speak to their car and ask it to play their favourite audiobooks. They can do their shopping and get directions. They can connect to all sorts of services outside of the vehicle, being able to manipulate lights and doors in their smart home. From home, customers can communicate with their car by remote starting, locking or unlocking doors and obtaining vehicle information.
At AstraZeneca, Alexa is being used by manufacturing teams to ask about standard operating procedures and to find out what to do next. At Nasa, rather than rearranging a conference room for different mission meetings, they speak to Alexa and the building does the rest. For many, voice computing is already here, and the potential is limitless.
The International Rice Research Institute, just outside Manila in the Philippines, has built a digital system to help farmers find the right amount of fertiliser to apply to their land at a particular time. To increase engagement, they opted for a natural interface for the farmers, building it as a voice-based system in the cloud. Farmers simply take the village phone, call the service, select from a variety of dialects and describe the patch of land. The service, using machine learning, provides advice on the amount of fertiliser they need to use and when they should plant their crops.
UK-based Inhealthcare is another voice example. One of its core tools is using automated telephony as a communication channel to deploy digital health services at scale. For many older people, the telephone is a piece of technology they are comfortable and confident using, and nearly everyone can access it, even if they don’t have access to the internet or a smartphone. Using Amazon Polly, Inhealthcare can deliver medication reminders, health advice and help with treatment. A phone call could last anywhere from a few seconds to minutes depending on the complexity of its nature, but with the low latency they can achieve, patients can have a natural conversation, meaning they feel comfortable with the advice they receive and don’t hang up.
Are you integrating voice in to your digital strategy and the way you work?