Future voice experience 2024
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Transcript of Future voice experience 2024
2024?
What will using voice be like in…
The Future Voice Experience
Martin Geddes
Voice is available every ‘wear’
2014 Tied – ‘mobile phone’
Users get only one service (telephony), generally tied to only one device
2024
Ambient – ‘mobile service’ Microphones, speakers and proximity sensors will
be embedded into our environment (car, living space, work space, wearable items)
These sensors will support both multiple communications and assistance services,
and many control devices at once
Voice is private and secure
2014 Security is an afterthought
Multiple vulnerabilities at the transport level (spoofing, eavesdropping, phishing)
Reactive and clumsy application experience: one-time authentication and all-or-nothing authorisation
2024
Security is integrated Voice data in transit and storage is private and protected by default
Proactive and simple application experience: continuous user authentication just through
act of speaking with voice biometrics.
Layered device and user security model.
Voice adopts a human-centred UI
UI Maximalism Adding functions proliferates
menus and buttons.
Machine-centric interaction: complex to manage advanced features
UI Minimalism Provides only the capabilities
that are relevant in the moment
Smartphone interaction enables richer features: touch, swipe, wave, point, rotate, shake… & talk
2014 2024
Voice becomes embedded into applications
Separate application ‘Dialler’ application on phone
replicates 1970s touchtone phone
Address book replicates 1980s Filofax
Contextual service Contact management is woven into multiple
business collaboration and personal social apps
No ‘dialler’, and the address book fades away
2014 2024
Voice is a personalised experience
One-size-fits-all Any kind of call signalling,
routing or value-added feature you like (as long as it’s 1990s GSM telephony)
Tailored service Users personalize communications
services via a ‘feature store’ just like they personalise devices via an ‘app store’.
(e.g. Salesforce add-in to forward unanswered calls from clients to personal mobile to a group).
2014 2024
Voice progresses beyond the ‘call’
2014 Static Rendezvous
Calendar-based conference calls: fixed timing, fixed length, fixed attendees…
…OR Interruptive calls driven by a single party
2024
Dynamic Rendezvous Dynamic timing of interactions with variable
length and variable attendees
Users issue ‘requests for conversations’, rather than make ‘calls’
‘Voice hangouts’ that act like ‘virtual water coolers’ (tagged with subjects)
Fluid shifting between text & voice media
Augmented memory & total recall
Ephemeral & forgets everything Both voice and all related
digital gestures/interactions (e.g. notes) are lost
Separate and low-value call log
Recordable & can remember everything Voice is recordable (if not always recorded),
all related digital actions can be captured
Integrated and high-value, searchable activity stream
2014 2024
Your attention is protected
Anyone can call me anytime ‘Call’ as a summons:
only an inbound number (‘poor caller ID’)
Not able to select social groupings and filters
No reputational system to discourage low-value calls and punish nuisance callers
Filtered and managed ‘Call’ as an offer: comes with a reason & context
(‘rich caller ID’, almost like a movie trailer)
Easily able to group, manage and filter by social context
Strong reputational feedback for misuse and abuse
2014 2024
Your intelligent voice assistant
Voice control Intermittent disjoined and reactive assistant experience
that is outside the call:
“Call Jane on mobile”
“Siri, what’s my next appointment?”
Intelligent voice partner Automated and always-listening
assistant during the call:
“Hold on a minute Bob, she’s not available then.”
Proactively suggests relevant content (visually or spoken)
2014 2024
Voice is accessible to all
Low accessibility Standard definition mono, no custom processing
No automated subtitling
No integration with hearing aids
Weak translation & transcription capability
No transcripts
High accessibility High-definition and customised acoustic profiles to
both the individual and location
Automated real-time subtitles
Cloud digital hearing aid integration
Real-time translation is normal
Every call can have a transcript
2014 2024
Voice is fit-for-business
Few commerce features Toll-free numbers, IVRs
Clumsy customer identification
Painful dictated exchange of transactional data
Ready for commerce Natural language and
multi-modal customer service
Identity services are integrated
Visual entry & confirmation of transactions (money, personal data) with receipt
2014 2024