Voice on Voice

If you asked a handful of professionals who work in and around voice technology about the state of maturity of the industry, you’d probably get a wide range of answers. Is it still in the realm of experimentation and assessment, or has it arrived as a fundamental pillar of any digital strategy, one to be invested in for the long term?

Can third-party voice apps thrive on Amazon, Google, and Siri’s voice assistant platforms? That is the question that voice news confronts us with this week.

This week, Voice on Voice highlights three themes in the voice space: the evolution of generative language models, innovations in the voice shopping experience, and some diverging US and international governmental attitudes toward voice.

In our era of texting, where sometimes it feels like no one actually talks to one another let alone makes eye contact, it’s important to remember the potency of the human voice. And today’s stories begin with a vivid reminder: 7 billion voice-based messages are sent across the world, on just one platform: WhatsApp.

The country of Albania joins a small-but-growing number of governments that are adopting voice AI to serve their citizens, a notable fact since Albanian is not a likely language in which to find fluent voice assistants. But thanks to efforts like Amazon’s MASSIVE dataset, which includes Albanian, the infrastructure for the global reach of conversational AI is being released.

A virtual reality “metaverse” filled with avatars and screens is still in the early stages: part reality, part aspiration, and part hype. What it will become exactly is still unclear. But companies are investing big into the idea, with Meta having poured $10 billion into the idea last year alone. And voice will be no small part of this project.

This past year, we’ve noted recent efforts in the restaurant industry to adopt voice. Wendy’s has partnered with Google Cloud, and Checkers & Rally’s with Valyant AI, to bring conversational into the drive-through and ordering process. This week, we start with a story focused on the Marco’s Pizza chain, which began in Ohio and has grown to over 1000 restaurants. All of these locations are poised to adopt voice technology, showing that momentum is clearly growing for voice to become commonplace not just in the home, but in the drive through as well.

In the wake of COVID, our approach to healthcare has changed. One trend that’s accelerated? The adoption of conversational AI by healthcare organizations. This is according to a report from Voicebot, which identifies and analyzes this trend. Consumers interested in learning about illness has grown, and an increasing number of startups have appeared to help meet that and other demands from healthcare stakeholders, from providers to payors. In today’s Voice on Voice, we highlight three: Kore.ai, Intuition, and Nuance. These, alongside other companies like Avaamo, Hyro, and Orbita, are working to help individuals and families focus on healthcare in a conversational way. Read on to learn more.

What’s next for conversational AI? With smart speaker adoption having slowed or stalled, where does it go? This week, we focus on news that centers on three frontiers for voice. First, we see adoption of voice technology in the foodservice industry, where troubles like employee shortages have given restaurants and franchises incentive to innovate. We also look at more analysis of in-app mobile voice assistants, a recurring theme in our past several installments. And finally, we look at news around voice in the metaverse.