Since I introduced ConverzAI in my first blog we have had immense interest from organizations looking to boost their topline through instant voice engagement at scale. In these conversations I have noticed a general misunderstanding of Voice AI.
So, I refilled my water, popped on the noise cancellers, and WhatsApp’d the family that I need 3 hours of quiet time. Let’s answer the big questions! What is Voice AI? What are its key components? And what impact does Voice AI have on company performance and customer experience? Read on for my perspective.
What is Voice AI?
Voice AI is a technology that simulates human-like voice conversations allowing the infinite scaling of voice connections.
At ConverzAI, we built our Voice AI platform from scratch with the vision of delivering transformational value by conducting entire business conversations through technology. I started by breaking down a conversation into its most simple components while noting that speed and snappy responses would be required to create valuable human-like conversation. Ultimately, we developed a Conversational Intelligence Framework that overlays and guides the basic steps of human conversation; Listening, Comprehension, and Speaking.
Voice AI is a technology that simulates human-like voice conversations allowing the infinite scaling of voice connections. We developed a Conversational Intelligence Framework that overlays and guides the basic steps of human conversation; Listening, Comprehension, and Speaking.
For Voice AI to operate at scale and across a diverse set of conversations I recognized a need for a malleable AI engine that could intake context-setting information and output a game plan for the conversation. This conversation game plan became known as our conversational intelligence framework. In the case of screening calls for staffing and recruiting organizations, we mine the job description to extract job-related details to build a dynamic conversation in real-time that guides the AI through each conversation’s opening, flexible dialogue, and closing. Our engineers focus on improving the conversational intelligence framework’s speed, conversation depth, and intelligence to respond to diverse dialogue scenarios.
Listening through technology is the first technical hurdle we overcame when developing our Voice AI platform. To maintain a human-like conversation, Voice AI must accurately and rapidly categorize human speech without error. Depending on a conversation’s context, words can mean different things. To service the staffing and recruiting industry we built customized speech-to-text models trained to industry-specific vocabulary. We invest here to improve the platform’s speech recognition, focused on listening through background noise and capturing speech-to-text across accents and styles.
Comprehension is up next. Once we have one side of the conversation documented the ConverzAI platform instantly generates its reply and updates the conversational intelligence framework to prepare for the remaining dialogue. The framework adapts dynamically and in real time, allowing candidates to interrupt conversations or ask questions at any time. We spent years learning about the staffing and recruiting domain and created custom models through thousands of our platform -generated conversations to perfect the candidate experience with our Voice AI.
Speaking is last. Our Voice AI platform has its response ready and just simply needs to relay the data, right? Unfortunately, it is not so simple. To create long & valuable conversations through technology the Voice AI’s speech needs to be clear, human-like, and fast. We continue to update our Voice AI’s voice to be more human-like so that in the next few months those engaging with our platform will not be able to differentiate between a human voice and Voice AI. The speed of a Voice AI reply is not only how quickly a response can be crafted, but also how quickly the response can be delivered. Our team was forced to take channel telephony into account, down to the packet level, we had to craft efficient telephone communications that operate at scale.
By listening, comprehending, and speaking through technology, Voice AI can simulate human-like voice conversations allowing for the infinite scaling of valuable voice connections.
What impact does Voice AI have on company performance and customer experience?
To truly deliver value with Voice AI we had to look beyond the conversation to what happens after. It’s not just about generating this new form of data signal but how that can provide deep business impact. By reporting on each individual conversation in real-time and delivering insights extracted from millions of conversations we’ve been able to boost our customers’ topline while helping them adjust their recruiting strategies through data-driven insights.
Candidates recruited by organizations using our Voice AI platform enjoy no ghosting, rapid follow-ups, and consistency across interactions. Our data shows candidates speak longer and more openly with our Voice AI platform than similar conversations with a recruiter. An early customer that had reservations on Voice AI spoke with a new hire during their post-placement onboarding and heard genuine excitement from the employee who described the experience as “speaking with the future”. Our customers can reach more candidates and engage with entire applicant pools while elevating their brand as a technology-forward organization.
Thank you for reading! I hope I’ve helped you understand what Voice AI is, how it works, and the impact it has. If Voice AI sounds like the right fit for your business, please reach out and meet us.