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Customer experience is the key to success for any brand today. Customers want smooth, personalized, and engaging interactions with their favorite brands. To meet these expectations, brands need conversational AI platforms that can listen, learn, and respond to every customer query.
CAI platforms use voice and text technologies to create natural and dynamic conversations between humans and machines. They can understand and generate human-like responses.
But how do they work? What are the technologies behind them? And why are they important? If you’re curious to know about the technology, you surely must have seen many technical terms that sound confusing. Terms like ASR, NLP, TTS, and so on.
Don’t worry, we’re here to help. In today’s blog, we’ll simplify the 10 must-know terms related to AI voice bots and the technology associated with them. We’ll explain them in a fun and easy way, along with real-world examples.
1. ASR (Automatic Speech Recognition):
ASR is the technology that enables voicebots to listen to your spoken words and convert them into written text. Think of it as the ears of a voicebot.
It is essential for voice interactions because it allows voicebots to understand what you're saying and process your requests. Without ASR, voicebots would be deaf and unable to communicate with you.
Applications & Benefits:
- Voice search
- Voice transcription
- Voice authentication
- Voice control
2. Agent Assist:
Agent assist is the technology that enables AI voice bots to support human agents in customer service scenarios. It’s the technology that helps voice bots and humans work together.
It’s useful for customer service because it allows voice bots to assist human agents in various ways. It also helps human agents to provide better and faster service to customers.
Applications & Benefits:
- Provide real-time information or guidance to human agents.
- Automate repetitive tasks for human agents.
- Escalate complex or sensitive issues to human agents.
- Evaluate & improve the performance of human agents.
3. Voice Cloning:
Voice cloning is the technology that enables AI voice bots to create synthetic voices that mimic a real human voice. It helps your voicebots become more natural, exclusive, and expressive.
It’s a useful feature for businesses in various industries as it allows them to create voice bots with custom voices that suit different purposes, contexts, and preferences. It also helps voice bots to add personality & emotion to their speech output.
Applications & Benefits:
- Create personalized and unique voices for different users/scenarios.
- Enhance the naturalness and expressiveness of the speech output.
- Increase the trust & rapport with the user.
4. STT (Speech-to-Text):
STT is the technology that enables AI voice bots to convert spoken words into written text. It helps them in transcribing speech.
It is useful for voice interactions because it allows voicebots to capture and store speech data for various purposes. It also helps AI voice bots to provide text-based feedback or confirmation to users.
Applications & Benefits:
- Provide text transcripts of conversations.
- Enable text-based search/analysis of speech data.
- Enhance transcription & summarization quality.
5. NLP (Natural Language Processing):
It's the technology that enables conversational AI to understand and generate human language using voice/text. It's the language skills of a voicebot.
NLP is a broad field that covers various aspects of human language such as syntax, semantics, pragmatics, etc. It also involves various techniques such as tokenization, stemming, lemmatization, parsing, sentiment analysis, etc. to analyze and manipulate language data.
Applications & Benefits:
- Text summarization
- Text generation
- Text classification
- Text translation
6. NLU (Natural Language Understanding):
It's the technology that enables conversational AI to comprehend the meaning, intent, and context of human language using voice/text. It's the understanding skills of a voice bot.
It’s a subfield of NLP that focuses on extracting semantic information from language data. It also involves various components and techniques such as named entity recognition (NER), intent classification, slot filling, coreference resolution, etc. to identify and extract relevant information from language data.
Applications & Benefits:
- Recognize the user's intent and goal from their utterance
- Extract the user's information and preferences from their utterance
- Infer the user's context and situation from their utterance and provide appropriate and personalized responses.
7. Pause Detection:
Pause detection is the technology that enables AI voice bots to detect and interpret pauses in human speech. It's the technology that helps voicebots listen attentively and respond appropriately.
It’s important for voice interactions because it allows voicebots to understand when the user is finished speaking, when they are thinking, when they are hesitating, when they are interrupted, etc. It also helps voicebots to avoid interrupting or talking over the user.
Applications & Benefits:
- Improve turn-taking and dialogue management.
- Provide feedback/confirmation signals.
- Adjust response timing and speed.
- Handle barge-in or interruption scenarios.
8. Speaker Diarization:
Speaker diarization is the technology that enables AI voice bots to distinguish and identify the main speaker in a disturbing environment/multi-party conversations. It's the technology that helps voicebots to know what’s been spoken.
It’s useful for voice interactions because it allows voicebots to handle conversations without interference. It also helps voicebots to provide personalized and contextual responses based on the speaker's identity.
Applications & Benefits:
- Enable voice authentication & verification.
- Provide speaker-specific information.
- Enhance transcription & summarization quality.
9. TTS (Text-to-Speech):
TTS is the technology that enables AI voice bots to convert written text into spoken words. It’s the voice of a voice bot.
It is essential for voice interactions because it allows voice bots to communicate with users using natural and expressive speech. Without TTS, voice bots would be mute and unable to convey their messages.
Applications & Benefits:
- Improve the clarity and intelligibility of the speech output.
- Enhance the personality & emotion of your voicebot.
- Increase the trust & rapport with the user.
- Support different languages & accents.
10. Voice AI:
Voice AI is the technology that enables conversational AI to use voice as the primary mode of communication. It’s the technology that powers voicebots and voice assistants.
It’s a subset of conversational AI that focuses on voice-based interactions. It uses a combination of voice technologies such as ASR, TTS, NLU, etc. to create seamless and natural voice experiences.
Applications & Benefits:
- You can use your voice to shop online/offline.
- You can use your voice to monitor your health, get medical advice/book appointments.
- You can use your voice to book flights, hotels/car rentals.
These are just some of the many use cases that exist.
Conclusion:
We hope you now have a better understanding of the terms and how they work together to create amazing experiences.
If you’re interested in learning more about conversational AI & voice bots, or if you need assistance with your business's voice automation needs, we’re here to help.
At VoiceGenie by Ori, we’re passionate about creating innovative and engaging voice solutions for businesses. We have a team of experts who can guide you through every step of your voice journey, from design to development to deployment.
So, what are you waiting for? Contact us today and let us help you unleash the power of your voice!