Your voice is your new keyboard

With voice, new user groups will be able to utilise AI better

Just ten years ago, speaking to our computers seemed impractical and, for many, awkward. But then the pandemic came and shifted our digital interactions, making virtual meetings on Teams and Zoom second nature. In the past two years, we have witnessed a similar evolution with generative AI tools that – thanks to advancements in natural understanding and generation – have trained us to converse with our digital devices.

While voice AI has been around for years, relying on technologies like speech-to-text and natural language processing, recent breakthroughs now allow for sustained, low-latency conversations that maintain context with remarkable accuracy. Today’s voice applications can accurately understand spoken input, derive meaning and respond naturally, with advanced features such as emulating emotions, handling intonations and – most importantly – using “barge-in”, which enables the AI to handle interruptions as naturally as humans do.

With these innovations, voice AI capabilities have reached a new level, unlocking possibilities once considered science fiction. Previously, generative AI required text input, limiting it primarily to screen-based, white-collar applications. But voice as an interface opens doors for those whose primary source productivity does not rely on screen time.

As a “natural interface,” voice AI mirrors human communication, bypassing the need for screens and reducing friction. Not only by virtue of being hands-free but also by mimicking how we “interface” with each other, the technology acts as a powerful enabler of accessibility, regardless of age, language or educational level conforming to users with varying levels of writing and digital skills.

As technology enables users to simply speak and allows the AI to process, respond and eventually even perform tasks in real time, voice is poised to become a preferred method for engaging with technology, enhancing convenience while enabling a more natural, fluid exchange of ideas.

The implications are significant.

Expanding use cases across sectors

In customer service, voice AI could soon revolutionise client interactions. Imagine AI-powered voice bots autonomously managing customer queries, resolving issues and even placing orders. In a recent OpenAI demo, a voice-enabled AI successfully ordered strawberries in a fully conversational manner – an everyday task completed entirely through natural dialogue. This example hints at how voice AI can streamline routine tasks and lessen reliance on human intervention.

But the potential for OpenAI’s voice mode and similar generative AI platforms extends far beyond call centres. In hands-on industries like welfare, engineering, manufacturing or cleanroom operations – where workers often cannot use screens or keyboards – voice-enabled AI offers a powerful solution. By integrating this technology into these environments, workers can access information, receive real-time guidance or even run procedures simply by speaking, freeing their hands for more critical tasks.

Voice AI also has the potential to transform collaboration, especially in creative fields like marketing and branding. Picture a brainstorming session where AI not only listens and captures ideas but also suggests improvement when prompted. This enables teams to dive deeper into creative discussions, instantly refining messaging and tone to align with their vision fostering more dynamic, fluid conversations. It also simplifies the process for creative professionals, allowing them to iterate and innovate more freely.

Bridging the gap: voice adds context to conversations

Through its accessibility, voice not only allows us to interact while we are busy with our hands but also allows us to enhance the overall level of quality and consistency in reporting and data. Whether it is a social worker documenting a visit, a police officer logging an incident or a customer service agent taking post-call notes, voice AI provides a way to capture information naturally, regardless of writing skills.

An exciting advantage of voice interaction is therefore also the richness of context it allows us to capture. When we write, there is often a loss of nuance – pauses, tone and word choice all add layers of meaning that written text often lacks. Voice enables these subtleties to be captured and interpreted by AI in real time.

This added context is crucial in fields where detailed instructions or high-stakes communication are common. It enables AI to better understand user intent, leading to responses that are more relevant and of higher quality. For businesses, this means smoother, more effective interactions and a new way to integrate AI seamlessly into workflows.

Despite having developed extensive protocols for data capture, reporting and documentation, organisations often struggle with poor, inconsistent data. Take call notes or time reporting as examples. As voice AI turns conversations into data sourced to be captured during or post-call, overall quality and consistency can be vastly enhanced by passively extracting details from a transcript or sound recording or actively through clarifying questions, offering guidance to users when needed.

Getting started with voice AI

The applications for voice AI are vast, but identifying strong starting points is key. Because we are accustomed to digital interfaces being visual, recognising potential voice use cases may require a blend of imagination and innovation.

Starting by familiarising teams with the capabilities of voice AI is helpful; experimenting with consumer-level AI tools like OpenAI’s ChatGPT Plus app can spark new ideas and quickly accelerate a team’s ability to envision its role in different business processes.

Often, an effective next step is to conduct focused workshops to brainstorm an initial catalogue of ideas. Prioritising these ideas and creating a roadmap may be more challenging, as some choices need to be made and the underlying need for technical platforms and capabilities analysed, but rapid prototyping can drive this process and pave the way for transformative voice solutions.