If there is something that undoubtedly defines the decision of a client to return or not to work with us, it is the attention he receives from us. Therefore, it is essential for our business to provide adequate attention to each client. Our culture is very ableist, which often makes us even unconsciously exclude those who have some visual impairment, for example, or verbal. It is important to start thinking about all our clients to provide accessible service. Text-To-Speech speech technology is an ideal tool for this task. Continue reading The Impact Of Text-To-Speech On Customer Service and begin to understand this topic.
The impact on customer service
Voice technology is also changing customer service through contact centers. For example, at EVO Banco, almost all queries are resolved automatically through the wizard, explained Enrique Tellado, the general manager of the financial institution. Only if the client’s request is complex does it go to an operator. The next step would be to advance the conversation with voice assistants, in such a way that they not only respond to users but also offer alternatives, services, and products.
Differentiation
The use of voice in contact centers can have more benefits than automation. It also serves to categorize calls, detecting, thanks to the voice, gender, age group, and even levels of frustration. For example, Marco A. Piña, director of southern Europe at Nuance Communications, explained how during the first wave of the pandemic they worked with Telefónica to prioritize customer service for people over 65 years of age. Their call volume increased by more than 30%, and their contact centers suffered. Since older people relate less to machines, they wanted to prioritize them. And in two weeks it was possible to develop the necessary technology to differentiate, only by voice, those over 65 years of age, with almost 90% success. It was a beautiful project, using technology for a social purpose.
Empathy
As we mentioned at the beginning, it is essential to make our service accessible to everyone. Voice technologies are a great tool for this. It is important to start guaranteeing access for everyone. This results not only in benefits for consumers but also for the company.
A challenge for marketing
The appearance of these new points of contact, such as the car, and the greater importance of others, such as the home, make the consumer journey broader, with more points of contact, and in a certain way, more chaotic. Brands are, therefore, the need to reformulate their strategies. But they can fall in precipitation. If companies do not have a clear strategy in the field of voice, it will happen as with the app bubble; all the brands started to develop their own application, and now they are dead in the stores.
The key is to be clear about what differential value you offer to the consumer who uses his voice. If the user does not understand the usefulness of connecting with the voice, he simply will not do it. It is an obvious reflection, but we see many companies that do not do it. People simply want to solve their problems quickly and easily. You have to make things easy, step by step. The adaptation time will depend on what we brands are capable of offering because this technology really does not require learning. Integrating voice assistance into services is not only useful for simple procedures, such as a transfer, but also for queries that would involve a somewhat more complex search form; for example, the amount of a bill from three months ago.
Changes
Beyond the unique voice features that each brand chooses to offer, they will all be affected by the paradigm shift. For example, due to the increasing weight of voice searches, and their influence on search engine positioning. In personal assistants, there is not a page with several results, but one answer, or at most two.
The landscape is getting more sophisticated, as searches are becoming fragmented across devices. More and more companies understand that the voice is also a brand issue, and they work on having their own, unique, like any other person. The bots are even given a voice, and in this type of development, it is not strange that psychologists work in search of the best interaction between the machine and the human being. The goal is to find a consistent sound identity with all the consumer’s points of contact with the brand, empathic and intuitive, a task that has already been baptized as audio branding.
Check Woord, A Free Text-To-Speech On Customer Service
Woord is a free online text reader software with a variety of useful features. It contains more than 50 languages, including a variety of dialects; it also allows to choose between masculine, feminine, or non-binary voices. All of these features are available for free, allowing you to test the service before purchasing the premium version. Premium voices, a Chrome plugin, an SSML editor, an MP3 download, and up to 20,000 characters each month are all included in the free edition. With this program, you may also adjust the voice’s speed and format.
However, we recommend that for commercial use you buy a paid subscription, as they are low cost and ready for commercial use. Also, with the premium versions of Woord, you 100% own intellectual property for all files
How To Use Woord
Woord‘s interface is designed in a simple way to be intuitive for the user. Regardless of whether or not you have experience creating voiceover with this kind of software, with these simple steps you will be able to generate quality audio for your tutorials:
- First, go to https://www.getwoord.com/guest/upload
- Once you are on Woord, choose the format of the file in which the dialogue you want to generate is. Woord supports pdf, txt, doc(x), pages, odt, ppt(x), ods, non-DRM epub, jpeg, png. You can also type directly on the SSML editor.
- Next, select or drag your files, if you have them.
- Then, press the “Import Scan or Photo” button.
- Below the file, the transcript will appear in an editor that you can modify to your liking.
- Almost to finish, select the genre of the voice and the device on which you will play the audio.
- Finally, it only remains to hit the “Speak it!” button and download.
For more info, check the following links:
How To Use Woord’s SSML Editor
3 TTS Converters For Audiovisual Content Creators
Also published on Medium.