Chatbot, one of the wonders created by artificial intelligence, can and should be the most loyal employee of your e-commerce site. Because your e-commerce site has to keep up with the speed of the digital world.

1. WHY VOICE-ENABLED CHATBOT IS
THE FUTURE OF THE INTERNET?
Manya Agrawal

2. What is a Voice-enabled Chatbot?
V
oice-enabled chatbots are those
that interact or communicate
using voices. They accept com-
mands in both oral and written forms
and reply through text or voice. The
category of chatbot that responds pri-
marily in the form of voice is called a
voice-enabled chatbot. It uses either a
pre-recorded voice or a text-to-speech
method to reply to or address the
questions and queries of the users.
Some popular voice-based chatbots
are Amazon Echo, AI Timey, Google
Home, and many more.
Voice-enabled chatbots are of two
types:
• Voice-only Bots: They are
voice-controlled devices capable
of handling simple and complex
tasks that can turn your house into
a smart house.
• Voice + Text Bots: They are text-
based bots with voice added and
working together. The input is
both in the form of speech as well
as text.
Demand and usage of voice-enabled
chatbot devices:
In a survey in the year 2018, a
representative sample of 1000 Amer-
icans of the age range 18-64, who
have access to the internet, were con-
sidered for an online survey. Out of
this total surveyed respondents, 10%
were unfamiliar with voice-enabled
products and devices. And out of the
majority who are familiar with the
products and appliances, 72% use
them daily.
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3. The younger generation, 18-24-year-olds, are adapting to the technology at a faster rate
than all their older counterparts, but they often end up using them less. The 25-49-year-olds are
the ones who optimally use the technology.
However, the use of the technology gives a sense of weirdness in public areas. 74% of
people claim to use such services with privacy. However, the smarter, faster, and easier technol-
ogy is gaining popularity, and people who already possess the devices have used them to avail
its different benefits. And people who haven’t yet bought such devices are willing to buy them
soon, seeing such a huge range of benefits.
Why is Voice-Enabled Chatbot gaining popularity?
Humans like to interact with companies before buying a product, be they entirely physical
or digital, or phygital platforms. Text chatbots came to the rescue long back, but why was this
voice-enabled chatbot required?
Well, it is hard for people to find time and text out their queries in this fast-paced world. We
find it much easier to use our voice and are genuinely happy when the reply is in the form of
a voice. The voice reply from the other end makes it a more informal, immediate, and intuitive
process introduced with a natural and seamless flow. Thus this turns out to be great for customer
service departments in the long run, and its efficiency will help if cost-cutting.
Voice-enabled chatbot helps in providing real-time data and information to the customer and
establishes a seamless service capability. While the simple text might lack transparency, con-
text, or even human sentiments, a voice will make it more of an organic interaction that helps
the business grow.
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4. While previously human interference was required to give that organic feeling in customer
services, it is done through this voice-enabled chatbot that responds quickly and requires no
waits to solve minor issues and clarify queries, leading to fewer chances of call disconnection
by the customers or even dissatisfied customers. It is available 24*7 and helps in business ex-
pansion and sustainability as well.
Other than that, as a personal assistant, it allows humans to multitask while simultaneously
adding value and quality to the monotonous daily tasks. It has an amazing capability of data
mining and quantitative data analysis, voice-enabled bots reduce the cost, and data analytics
detects the fraud.
Conclusion
The business competition today is huge, and the availability of such a great technology is like a
great blessing. Somewhere the humanness, previously not found in the tech jungle, came in the
form of voice chatbots, becoming more robust, flexible, and secure in their services. Companies
must use such automation opportunities to create a further personalized customer service expe-
rience, besides other accompanying facilities like language specialization, data security, under-
standing the emotions, and much more.
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