Voice Assistants: The New Channel of First Resort

When the Amazon Echo was launched in November of 2014, it was launched with what may now feel like a meager handful of features: Weather, Time, Music and Answering Questions. The total number of skills available at the time was zero (the Alexa Skills Kit was still several months away, to be launched in June 2015), and basic features we now take for granted (timers, reminders, home automation, asking for local information) were yet to be deployed. And yet, from day one, the Amazon Echo was beloved by its users. And one of the main reasons why it was a hit was its ability to quickly answer questions without the user having to do anything but speak. Sure, Siri was already doing that, as was Google’s Assistant, but with both of them, the user had to fetch her phone and swipe and click, and only then speak. But it turned out that not having to do that — being able to just speak without interfering with what you were doing (e.g., wiping your hands) — was not a mere incremental UX enhancement. It was a game changer.

We are a whole world away today from November 2014, and yet the basic value proposition that makes smart speakers so compelling remains the same: being able to do something, or ask for something, with minimal disruption to your activity flow.

Keeping that value proposition in focus, we at Witlingo are happy to announce the general availability of Buildlingo, a product offering that enables the easy and affordable delivery of customer care self service through voice assistants, such as Amazon Alexa and Google Assistant. We want businesses and organizations to enable their customers and members to receive answers to questions about the products and services they are using by just asking.

In a nutshell, we want to help turn the smart speaker into a Channel of First Resort: because it’s easy to do, first ask your assistant, and only if you don’t get your answer, move on to the more traditional channels for help (visit the web site, get into a chat session, send an email, or call).

Key also to the success of self service using the voice assistant is the ability of the content providers (the customer care teams who know and care about their products and services, and whose job is to care for their customers) to easily manage the content that is being delivered: adding, updating, deleting. All of that needs to be as easy to do for the content providers and, again, voice is the easiest medium to do that: just record answers and post them onto your assistant. And that is exactly how it is done with Buildlingo: customer care managers use the Buildlingo mobile app to add and manage audio content, and the rest — enabling the mapping from questions to answers — just works.

For more on the offer, please visit: https://www.witlingo.com/buildlingo/