The original "Star Trek" TV show (1966-1969) introduced the idea that you could talk to a computer and have it respond to your query. "Star Trek" ran 10 years before the Apple 1 was available and 15 years before the IBM PC was released in 1981.
The dream of conversational computing is finally a reality.
Conversational computing (also known as voice computing) is the next major step in user interfaces for all types of computing platforms. Talking to a computer and having it respond is changing the way people interact with and use information via various computing devices. In a 2017 Internet Trends Report, Mary Meeker, an analyst at Kleiner Perkins, said voice is beginning to replace typing in online queries. Twenty percent of mobile queries were made via voice in 2016, while accuracy is now about 95%.
Smart phone devices allow users to access information whenever they want and wherever they happened to be located. These users and their new expectations have required businesses to redesign their existing processes.
Conversational computing will require similar updates to existing platforms and processes that create voice-friendly programs and services. New services that rely on voice will become standard. Probably the most significant new service will be conversational commerce—ordering a product or requesting a service simply by talking.
Conversational computing includes at least three distinct categories:
- Voice to Text: You talk to a device, and it converts your speech to text. Voice to text is commonly known as voice recognition.
- Text to Voice: The device converts text to voice to provide verbal information. An example would be your GPS giving you voice instructions.
- Conversational: You talk to a device, and it talks back to you. Early examples include Siri and Google Now. The most talked about current examples are the Amazon Echo using Alexa and the Google Home device.
Conversational computing has applications across many spectrums of our lives:
- Voice command for auto (e.g., hands-free phone and GPS)
- Voice command in the home (e.g., smart home applications, virtual assistants, security systems, appliances)
- Voice control for mobile devices (e.g., mobile phone, tablet, laptop)
- Business use (e.g., interactive customer experience, chatbots, virtual assistant, voice to text).
As voice recognition technology and search capabilities improve, connected voice devices, vehicles and homes will become mainstream. Integration with third-party applications will also offer many new options.
Successful voice computing is evidence of the closing gap between user intention and computer understanding, something that has until now required keyboards, computer screens and extensive training. With the pace of technology growth continuing to accelerate, we see more various examples of this new type of computer interaction. The willingness of consumers and businesses to interact with simple voice tools suggests that most would eagerly adopt future improvements of this technology.
Amazon alone has funded 18 startups to expand on the services provided by its Echo devices. Venture capital firms have invested almost $10 billion over the past five years in emerging voice technology companies.
Amazon's home voice assistant, Alexa, rocketed into the spotlight this year, accessible by the Echo device with over 10 million devices sold. Nationwide, Safeco Insurance and Grange Insurance currently have Alexa-enabled services (called skills) available for policyholders. An agency in North Carolina has an Echo skill that allows you to get an auto quote by talking.
The insurance industry continues to test and explore how to take advantage of conversational computing technology. Intelligent personal assistants (IPAs) could add an interesting way to augment employee knowledge.
Benefits of Conversational Computing:
- Provides a new customer engagement option for your agency.
- Employee productivity is improved (it is twice as productive to talk than to type).
- Employee augmentation—a faster way to find the correct answer.
- Lower claim costs due to less distracted driving.
Possible Negative Impacts:
- Increased liability as voice-controlled devices are integrated into manufacturing organizations.
- Agency culture resistance to using voice—"I am already a good typist."
- Difficulty controlling noise level in offices.
- Insurance technology startups will be able to respond faster to this interface trend.
- Industry not able to meet customer experience expectations.
Conversational computing is changing how each of us interacts with information. While the keyboard and mouse will be around a bit longer, talking to your computer will become easier and more familiar quickly.