More Accurate and Useful Voice Transcription
As AI is working to gain a better understanding of human emotions, it is also being improved to transcribe human language with greater accuracy and efficiency. While voice transcription is far from a novel technology, the focus is now on incorporating the nuances of language, such as tonality and verbiage, as well as accents and dialects for enhanced accuracy and application across a variety of global settings.
For example, in healthcare environments optimized voice transcriptions would unlock new use cases that aren’t currently mainstream. For instance, AI-enabled voice transcription could take into account complex medical language and terminology, manage and provide solutions regarding patient privacy concerns, and personalize transcription experiences for different users in one setting.
Prioritizing Voicemails with Affective Computing
Affective computing, or artificial intelligence (AI) that is programmed to recognize, interpret, process, or simulate human emotion, combines technology with emotive capabilities to incorporate better processing and understanding of human emotion into decision-making and recommendations. Through study and application across scientific, cognitive, and psychological standpoints, this gives voice technology the power to help users prioritize how and when they want to receive communications like voicemails and messages.
Insights are gained through factors such as user habits, facial expressions, heart rate, tone of voice, speech patterns, and other emotional considerations. AI can then react in real-time to tune into how a user might be feeling in a situation and personalize the experience.
When AI can pull these factors into decision-making and recommendations, it can gauge and determine which messages need to be prioritized and what can wait based on what a user feels and needs. That might happen through the categorization of incoming messages by the interpreted emotion of the caller, by matching user emotion with the predetermined emotion of the message, or by personalizing recommendations in real-time, perhaps on devices with more than one user, such as a home or business answering machine. When applied to voice messaging, affective computing has the potential to improve the user experience by prioritizing important voicemails and deprioritizing those that can wait until later.
Improved user experience is a shared outcome that all of these next-gen voice technologies will provide. Digitally savvy consumers demand technology and modes of communication that are convenient, easy to use, and empowering. Innovations such as affective computing, optimized voice transcriptions, and authenticated, feature-rich caller ID address many of the core issues inherent to the traditional voicemail experience. Implementing and standardizing this functionality will go a long way toward revitalizing the relevance of voice messaging with the next generation of connected consumers and breathe new life into this commoditized service.
Interested in learning more about a solution that helps to improve the voicemail user experience while transforming voicemail into a revenue generator? Check out CommSuite®, Smith Micro's proven voice messaging solution that is installed on nearly 20 million mobile handsets in the United States.