‘Plato’s cave will soon be open to the public, an exclusive attraction, unique in the world. Buy your ticket now.’
This is how Saramago ended his metaphorical novel ‘The Cave’. In it, the Portuguese author reflects on Plato’s ideas through a critique of globalisation, consumerism and the resulting lack of communication.
Saramago reflected on the importance of something inherent to human beings: communication. It is the basis of every message and the starting point for analysing any proposal for improvement and/or growth, whether personal or, as in the case that interests us, business-related. In 2018, revenue dedicated to customer experience increased by 5% compared to the previous year, and it seems that this increase in investment is set to continue.
Among the most interesting technological advances, Logikaline, as a contact centre, highlights the advantages of voice recognition software.
Siri, Alexa, and Cortana are the best-known and most recognisable names of some of the virtual assistants based on this type of software, another step forward in artificial intelligence systems and a bridge between people and machines.
Tools such as Live Transcribe, Google’s voice recognition system, are powered by this technology. As its name suggests, it simultaneously transcribes what the user says in real time onto the screen to facilitate conversation. This is the perfect opportunity to implement inclusive customer service systems aimed at people with hearing impairments.
Another possibility for this technology is IVR or Interactive Voice Response, which is able to understand the caller’s voice and interpret their requests naturally from different options, either via the telephone keypad or verbally with specific words or numbers. IVRs are designed to quickly provide basic information to the user or forward the call to the appropriate specialist or specialists. This enables companies to improve their efficiency and streamline their processes.
In any case, whether in pursuit of social inclusion or to be more efficient, well-developed technology builds bridges for interference-free communication.
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