How Voice Technology affects the future of CRM

In 1984, the first Macintosh was introduced, and one of the most applauded parts of that product unveiling was when Steve Jobs made the Mac literally “speak” for itself. Ever since, it has become the stuff of Internet legend. More than 30 years have passed and voice technology has advanced by leaps and bounds – doing much more that just say, “Hello. I’m a Macintosh”.

Voice technology is everywhere. People speak to their phones or computers more and more these days, asking directions for the nearest Mexican restaurant or dictating a to-do list to their virtual assistant. The fact is, voice interaction with smart devices has become more ubiquitous and there seems to be no slowing it down. This stems from our desire for convenience – where everything is within arms reach or in this case – a voice command away.

According to research firm Ovum, voice assistants like Siri and Cortana will outnumber the entire human population by 2021. Don’t worry; it’s not a SkyNet situation. It only means that people are getting more comfortable with the technology and are rapidly adopting it in their everyday lives. Businesses are also incorporating voice technology into their workflows, especially in the CRM space, where 83% of customers are willing to share information, given that businesses are transparent with how their data is being used and if it results in a better customer experience.

Advancement in voice technology and artificial intelligence, has greatly improved the user experience in the CRM software space. Where before, the task of populating a database was purely a manual chore, a faster and more accurate process that involves these core technologies has now replaced it. This produces a database with lesser errors for more accurate data analysis.

Enter Hey DAN, a Voice-to-CRM solution that incorporates a unique combination of voice and AI technologies that greatly increase the efficiency of CRM data entry. With this solution, the agent only needs to speak the information into their mobile device, after which, voice technology and AI take over. All relevant CRM fields are automatically filled up with accuracy. This means no more manual entry that take up valuable time, and best of all, it adapts to whatever CRM system your company currently uses.

From its humble beginnings at Bell Labs, to that legendary Apple unveiling, voice technology has definitely come a long way, but it’s not done yet. Future plans include incorporating emotions to AI voice replies and voice recognition that also picks up the nuances and tone of voice being used by the speaker. Someday, voice technology may be enabled to carry out complex conversations and take on roles such as coaching and counseling – a far cry from “Hello. I’m a Macintosh”.