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Conventional one-to-many media – television, radio, movies, and most online items – are some voice communication channels. While viewers and listeners are often known to give their candid opinions about what they see and hear on these channels, the channels will never hear them.
However, this is changing when it comes to the web. A Palo Alto, California-based startup called Instreamatic yesterday launched a SaaS tool called Speaky that creates web pages that people can address with their voices.
For example, if a running shoe shopper has a question, they can go to the interactive Speaky page on the product site and ask the question, without having to install a chatbot or fill out a form. This type of interaction is often much more inviting to the potential buyer and leads to faster, smoother transactions, Instreamatic CEO and co-founder Stas Tushinskiy told VentureBeat.
No controls are easier than voice control. In a world where there can’t be too many so-called “easy buttons”, this is definitely one of them.
How Speaky collects data for analytics
Speaky provides additional benefits to businesses by capturing and quantifying customer preferences and feelings when they order products by recording short voice messages. This voice-activated data is then stored and can be used for analysis on demand.
“Consumers expect communication with brands to be a two-way street, but many struggle to be heard,” Tushinskiy said. “Speaky offers customers a way to say exactly what they want to say in the moment, say it quickly, say it memorable and say it in their own voice.
“On the business side, we realized that voice is the answer to the click challenge. Brands using Speaky can measure customer voice sentiments, which are richer, more emotional, and more useful to a brand than outdated approaches, such as comment cards or questionnaires. With quality data processed instantly by our voice AI capabilities, brands can connect with customers like they never could before. Brands across industries can now apply Speaky to their own use cases and actually start listening.”
Using Instreamatic’s voice AI, Speaky analyzes in real-time the ideas, advice, suggestions and other valuable insights that customers communicate verbally, then delivers real-time reporting to brands to turn that insight into action and better serve customers’ needs to comply, Tushinskiy said.
“We introduced voice advertising a few years ago along with Pandora and some other digital radio apps, and I think it’s been a huge success,” Tushinskiy said. “All the case studies we published showed that engagement rates were really exaggerated, with an average engagement rate of 10% – which is much higher than the 0.5% average of typical global advertising data.”
As the most natural form of human communication, voice eliminates friction and barriers when it comes to asking customers to share their thoughts and feelings, Tushinskiy said. Speaking is three times faster than typing and much more likely to get heartfelt responses and reveal deep insights into customer experiences than emails or feedback forms, he said. Brands also lose valuable opportunities when customers view conventional voice feedback channels — such as waiting to speak to a manager or call center representative — as overly burdensome, and often choose to be quietly dissatisfied with their experiences, Tushinskiy said.
How Speaky works
To use Speaky, a customer simply clicks on a link available on all online brand touchpoints (social channels, emails, newsletters, a brand website) or scans a QR code on offline touchpoints (such as in-store experiences). The customer then leaves an audio message in which they can say anything to the brand. Speaky’s voice AI analyzes those customer responses and the company receives an actionable report.
Speaky requires no integration, eliminating the need for vendors to build custom applications for certain hardware devices or use third-party speech apps, Tushinskiy said.
Instreamatic also provides interactive voice advertising solutions for its clients. Companies such as Infiniti, IKEA and Pedigree use Instreamatic’s platforms. The seven-year-old privately held company competes in the market with Vozy, Replicant, Observe.AI, Agara, Gero, BPRISE Private, MIRRIAD and XappMedia.
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This post Instreamatic launches voice AI for real-time customer sentiment analysis
was original published at “https://venturebeat.com/2022/04/18/instreamatic-launches-voice-ai-for-real-time-customer-sentiment-analysis/”