Here’s a teaser from the “Rain” agency about their weekly note:
Millions of calls are answered in call centers per day, generating conversations rife with insights into customer behaviors and preferences. This week, we take a look into how companies are analyzing conversations to enhance the customer experience. Voice technology companies like Observe.AI and CallMiner are deploying tools that analyze the interactions (including sentiment and even silences) between customers and call center representatives, providing recommendations on how these employees can improve their service.
With information on what a customer is searching for, brands like Spotify and Amazon are hoping to personalize content in real time — setting the stage for how conversation analysis might be used in phone calls, voice experiences, and more to elevate marketing.
Here’s a note from the “Rain” agency:
In the last few months, Google has rolled out several features to position Google Assistant as your go-to for quickly completing tasks on mobile devices. Memory, which is in testing with employees, allows Android users to use voice commands to save anything from pictures and links to screenshots and reminders. April’s Assistant updates let users find their phones with their Nest speaker or smart displays, as well as automatically fill out payment information on the Google Android app for food pickup. Up until now, most of these voice experiences require users to invoke the wake word “Hey Google.”
But this week, the company has been testing a new feature where mobile users can manage alarms and timers without using a wake word — functionality that Google smart display owners have already been enjoying. By eliminating the traditional wake word in these instances, tech companies do open the door to questions about just how many phrases their assistants are passively listening for, and under what circumstances.
Here’s the news from the “RAIN” agency:
With the momentum behind hands-free music streaming on smart speakers, brands like Pandora and Spotify are elevating their voice strategies through custom assistants tailored to their apps and users. Voice Mode, Pandora’s mobile voice assistant capability, was introduced in 2019 for listeners to control their music with commands.
Now this week, Spotify is officially rolling out its voice assistant within its app, along with developing a voice-activated hardware device for the car. As these two platforms’ assistants evolve, not only are advanced music platform interaction and recommendations made possible, but advertising and emotional sentiment capabilities are on the horizon. As a result, we see voice tech becoming more than just a tool to choose your favorite song with a simple command, but a way to enable personalized experiences, changing the way people use streaming services.