Some of them are This year’s most exciting software products focus on capturing audio. From Wispr’s accurate voice dictation to Granola’s always-listening note-taking capabilities, voice-first technology feels more practical—and more inevitable—than ever. My own dictation has become so accurate that I often draft ideas in Notepad and then speak them aloud into my laptop.
Some technology commentators have predicted the dramatic end of the keyboard, with millions of office workers soon whispering into desk microphones instead of typing. I am not convinced keyboards are disappearing, but voice technology could transform how companies collect and respond to customer feedback.
I rarely contact customer support unless something particularly frustrating has happened and I want a refund. However, I am far more willing to speak into my phone for 20 seconds to share feedback—positive or negative—than wait around without knowing when someone will respond.
“Over the past two years, we have reached a tipping point,” says CEO Karan Gupta. His startup, Voicebox, is designed to collect customer feedback through audio. “Voice technology can now be accurate. It can be fast.” Gupta’s previous startup, Alice, also relied on voice technology and was designed for secure transcription.
Submitting feedback through Voicebox is simple. Customers can scan a QR code or tap their phone on an NFC chip installed at a business. Their comments are automatically transcribed and delivered to a company dashboard with sentiment analysis. Businesses can also follow up by email. Voicebox already partners with airport terminals, allowing travelers to report bathroom conditions, ask for directions, or share other location-specific feedback.
Gupta wants voice feedback to extend beyond traditional customer service. Earlier this year, Lena Dunham hosted a book event in San Francisco for Fame Chic. The Voicebox QR code appeared on the screen, prompting attendees to share emotional audio messages about how their own medical experiences connected with her work. To Gupta, the event demonstrated how easily people will provide meaningful feedback when the process is convenient and personal.
As part of that broader vision, Voicebox recently announced a directory that lets people submit feedback from almost anywhere. Future versions will allow users to view public feedback about specific businesses. After leaving a barbershop, for example, you could quickly speak into your phone to review a haircut. You might also share practical advice with the next visitor, such as how to find the hospital parking lot.
The directory expands Voicebox from a business-focused customer feedback and complaint-management tool into something closer to Google Maps with community-powered reviews. This voice-first approach reflects a larger trend across software. As voice dictation becomes more natural, typing on a smartphone with your thumb may soon feel slow and outdated.
After speaking with Gupta, I opened the Voicebox directory and searched for Voicebox itself. It may finally be time for my voice to be heard. For now, though, I am waiting for the couple sitting beside me at the airport to leave before I start whispering feedback into my phone.
Source: www.wired.com