Automation of supporting business processes with voice-based digital technologies

Digital technologies based on artificial intelligence (AI) application for speech recognition and conversational interaction with consumers are becoming more natural, more common and are used extensively by businesses and organizations in their continuous interaction with consumers and external environment. Survey data demonstrate both growing degree of overall digitization in almost every aspect of human activity, including economy, and readiness of the wider public to change their consumer habits and behavior and to totally switch to interaction with AI-based systems including conversational interfaces, voice bots and digital assistants. Increased numbers of solutions, i.e. platforms and specialized applications, offering construction of voice-bot with pre-set features and functions at affordable prices makes more and more companies, including small and medium size businesses, turn to speech-based solutions. The overall trend for conversational interaction with digital devices is supported by proliferation and growing popularity of multifunctional digital assistants (Alexa, Google Assistant, Siri etc.). Digital, and more specifically conversational, experience available for user becomes a criterion of company’s evaluation by consumers and thus appears crucial for sustained growth and development. Conversation is predicted to become a natural way of computer-human interaction in the nearest future.