Voice Artificial Intelligence (AI) is no longer just a futuristic concept — it’s here, reshaping how businesses engage with customers. With the conversational AI market set to jump from $13.2 billion in 2024 to $49.9 billion by 2030, voice integration is transforming industries.
From handling customer queries to automating workflows, voice AI redefines e-commerce, healthcare, finance, and many industries. It’s not just about commands anymore; voice AI now delivers context-aware, natural interactions that transform customer experiences with real-time assistance and a sense of personal touch.
In this article, we’ll discuss how voice integration in conversational AI drives change, its industry applications, and the advantages it offers for businesses and customers.
What is conversational voice AI?
Conversational voice AI focuses on voice-based interactions between users and machines under the umbrella of conversational AI. It uses speech recognition and natural language processing (NLP) to understand and respond to voice commands. Speech recognition converts spoken words into text, while NLP uses algorithms to understand the intent of the converted text.
The response then reverts to speech through speech synthesis.
Various devices, such as smart speakers, mobile apps, interactive voice response (IVR) systems, and even in-car voice systems, use conversational voice AI to improve user engagement and operational efficiency.
Sneak peek of conversational AI: The OG
Conversational AI comprises technologies and algorithms that create lifelike conversations between machines and users. Users interact with these technologies via:
- Customer support chatbots found in apps or on websites
- Smart assistants like Google Assistant or Amazon Alexa
- Customer support voice bots that handle queries over the phone
Conversational AI systems process voice commands, understand user queries, and provide relevant responses using NLP, machine learning (ML), and speech recognition.
The rise of voice technology in conversational AI
🗣️: Ok Google, navigate to the closest gas station.
🗣️: Hi Siri, remind me to pick up groceries at 10 AM.
🗣️: Alexa, set a timer for 5 mins.
Google, Amazon, and Apple have transformed voice-based interactions using conversational AI.
Voice integration in conversational AI provides a natural and intuitive way to interact compared to traditional text-based methods. It mirrors human conversation, making it faster and easier for users to communicate with AI systems.
With 97% of mobile users relying on AI voice assistants, voice-based conversational AI is now a regular part of daily life. Businesses are adopting voice AI to offer seamless, hands-free experiences as consumers grow familiar with voice commands.
Looking under the hood: Conversational voice AI and customer service
Conversational AI in customer service helps businesses offer instant support to customers and handle routine tasks with ease. Voice-enabled conversational AI answers queries, processes requests, and speeds up customer interactions. This improves efficiency, reduces wait times, and lets agents focus on complex issues.
Let’s explore the different applications of conversational AI that can amp up the game of customer experiences across the board.
Smart call routing
Voice assistants with conversational AI analyze customer inquiries and route calls to the right department.
Unlike traditional IVR systems that rely on keywords, voice AI maximizes IVR menu efficiency through natural language understanding (NLU), allowing customers to speak naturally.
Voice assistants also capture customer details, like names, account numbers, and requested services, giving agents all information upfront. This saves time for both customers and agents.
Omnichannel support
While text, email, and chat are standard communication channels, voice adds immediacy and a personal touch to customer service interactions, which other channels often lack.
With voice AI in their omnichannel support system, businesses can offer seamless platform transitions. For instance, a customer might use voice commands in-store to check product availability and continue the conversation online later.
This unified experience provides a smooth customer journey and boosts customer satisfaction and brand loyalty.
Pro Tip: Add customizable voice IVR to your omnichannel support and build a better brand perception.
Streamline authentication
Automating customer authentication with voice technology and conversational AI reduces time and costs. Additionally, voice authentication using NLP is a more cost-effective alternative to voice biometrics authentication, providing an equally smooth experience.
Simplify troubleshooting
Voice assistants powered by conversational AI and chatbots can handle much of the troubleshooting process, automating common issues and often resolving them without involving an agent. This reduces agents' time on repetitive tasks and boosts customer service operations.
If the bot can’t resolve the issue, it transfers the customer to a human agent. It also gives the agent a detailed record of already taken troubleshooting steps to ensure a smoother handoff.
More agent efficiency = Better customer experience.
Better security and reliability
In industries like finance and healthcare, security is paramount.
Voice AI integration provides robust security measures, such as encrypted voice recordings and secure data transmission. It protects sensitive customer data while meeting industry regulations.
A dependable voice platform with voice AI reduces downtime and ensures continuous service through a well-designed IVR system. For example, banking IVRs improve security and customer interactions and ensure a smooth, secure flow of information.
Multi-language support
Voice technology with conversational AI allows businesses to support multiple languages and create a more inclusive and accessible customer experience. For example, Plivo’s AI voice agents support speech recognition in 27 languages and their regional variants.
Using speech recognition technology, businesses can engage with diverse customer bases worldwide and offer personalized support in various languages. It helps companies enhance customer interactions and improve overall satisfaction.
Hands-free experience
98% of websites don’t provide basic accessibility features, limiting access to millions of users with disabilities. Voice-enabled conversational AI supports Web Content Accessibility Guidelines (WCAG) and allows more customers to access digital services independently.
Voice technology powered by conversational AI uses advanced speech synthesis to support users with visual impairments. It enables interaction with content through natural-sounding speech, making information easier to understand and more engaging.
These systems convert text into audio, providing access to online shopping, education, and training in a more inclusive way.
Personalization
Conversational AI platforms leverage customer data like browsing history and purchase behavior to offer highly personalized recommendations in real-time. For example, voice assistants can narrow down a general query about a mobile phone to a specific model based on the customer's preferences and budget.
Voice-enabled AI bots, like Plivo-powered voice agents, also guide customers from discovery to checkout, helping them:
- Compare products
- Suggest complementary items
- Offer specific discounts
- Upsell based on past purchases
Unlike text-based bots, voice agents are more personalized, adding a human touch to customer interactions.
Conversational voice AI for different industries
When a customer calls, they want to feel valued and understood. Conversational AI with voice recognition technology puts the customer at the center of the experience.
Here’s how voice AI transforms industries and enhances customer interactions across sectors.
E-commerce
Caption: Personalize customer’s shopping experience with Plivo-powered voice agents
Alt text: Image depicting Plivo-powered AI bots recommending products based on user input
E-commerce customers want quick responses and 24/7 support. If they don’t get it, they may choose a competitor.
While chatbots work well for tasks like answering FAQs or checking order status, voice integration in conversational AI transforms customer service and creates standout shopping experiences by:
- Assisting customers with product selection
- Offering personalized recommendations
- Automating the sales process
Integrating voice agents in customer relationship management (CRM) systems also provides real-time updates, such as order status, with just a voice command. Businesses are better suited to provide a 24/7 personalized shopping experience with quicker response times and higher customer engagement.
Education
AI voice integration with multilingual support can empower inclusive learning experiences in the education sector with personalized tutoring. Voice agents can instantly support students by providing real-time translations and remove language barriers by clarifying complex terms in their preferred language.
This integration reduces the need for multilingual staff, making learning more accessible for global students.
Healthcare
No industry values prompt responses more than healthcare.
Voice integration in conversational AI healthcare sectors improves customer experience, provides timely care, and improves operational efficiency. It simplifies patient care and delivers personalized support through:
- Medication reminders
- Appointment scheduling
- Preliminary health assessments
In addition, voice agents help healthcare providers automate tasks, improve medication adherence, and lighten their workload, making services more efficient and patient-focused.
Finance
Conversational voice AI supports financial sectors with a forward-thinking approach. Voice agents improve the customer experience by offering quick, accurate responses without wait times. Banks use voice agents to:
- Automate routine tasks
- Provide instant account updates
- Process payments
- Deliver personalized financial advice 24/7
Approaches to deploying conversational AI for voice integration
When you're ready to implement voice-integrated conversational AI, you'll discover several ways to design, build, and deploy a voice assistant. Some approaches may appear cost-effective at first but quickly turn into obstacles, complicating deployment or causing user dissatisfaction.
Here are three primary methods for deploying conversational AI for voice:
1. Partner with a voice-first vendor
Partnering with a voice-first vendor like Plivo is the most efficient and effective way to deploy conversational AI for voice applications.
One of the key advantages of working with a vendor like Plivo is the speed and efficiency it brings to deployment. Instead of building a voice assistant from the ground up, businesses can leverage Plivo’s pre-built solutions and technical expertise. This accelerates time-to-market and reduces the burden on in-house development teams.
Plivo's platform is designed to handle the complexities of voice integration, such as managing call flows, ensuring compliance with global telecommunication standards, and delivering high-quality audio. Additionally, its APIs are highly customizable, allowing businesses to tailor their solutions to fit specific use cases.
2. DIY with a third-party platform
Another approach to deploying conversational AI for voice is using third-party platforms like Google DialogFlow or Amazon Lex. They can handle natural language processing and speech algorithms for your applications.
However, this option may limit control. Performance can vary based on language or application needs, especially in voice-heavy use cases.
3. Port chatbot technology into voice
Many businesses start with chatbots and attempt to convert them into voicebots.
Doing so involves integrating speech recognition and text-to-speech capabilities with the chatbot’s existing NLP engine. This allows the system to understand spoken input, process it, and deliver relevant responses through audio.
Nevertheless, transitioning from a text-based chatbot to a conversational AI voice agent can be challenging.
Chatbots are primarily designed for text-based communication, and the conversion process often leads to issues with speech recognition and intent detection, resulting in subpar performance. It also requires careful attention to voice-specific nuances, such as accommodating variations in accents, ensuring accurate speech synthesis, and optimizing dialogue flow for spoken interactions.
Note: While porting chatbot technology to voice can save time and resources compared to building a voice assistant from the ground up, it may lack the full customization and voice-centric features provided by dedicated voice-first solutions.
Get started with Plivo
Whether integrating AI features into your existing systems or considering third-party solutions, conversational voice AI empowers teams, drives efficiency, and enhances customer experience.
Plivo’s Voice API offers flexibility and seamless integration with your preferred speech-to-text, text-to-speech, and language model providers. It connects directly with OpenAI’s RealTime API through simple integration endpoints for instant deployment. Context-aware AI Voice Agents trained on custom knowledge bases support businesses to:
- Schedule appointments and send reminders
- Offer personalized financial advice
- Boost sales with AI-driven shopping assistance
- Break language barriers with real-time translations
- Deliver exceptional customer support with accurate responses
Plivo’s platform also offers industry-leading performance metrics, including 99.99% uptime reliability and low-latency global connectivity.
To explore the potential of Plivo-powered AI voice agents, contact us today.
