Digital transformation and digitalization drives enterprises to improve the customer experience, optimize the workforce, simplify operational activities, and completely transform their products and services. At VUI.agency we believe that strong European enterprises will drive forward digitalization in Germany (and Europe).

Voice has brought a paradigm shift in customer service: instead of searching a digital interface for the right info, which means users have to actually understand the structure of the user interface, the voice interface understands the user, in the most direct and efficient way. It gets their intention and replies to them in a suitable way according to the context of the conversation.

Why? It reduces costs by having a digital assistant handling frequently asked questions and learning to digitally represent your company even in complex conversations. Also, digital assistants act as a digital employee and help human employees to focus on those conversations that should be handled by real people.

The assistant retrieves answers to frequently asked questions, guides the users to the right sources of information and informs users about services and products, internally as well as externally. This ‘brain’ needs a well-formed data strategy—structured databases that help it retrieve and make use of the right information.

The term, while widely being used ambiguously, describes the fact that data and information of a company or provider that wants to be represented by a voice assistant needs to be ready for the voice experience.

Just like one prepares the content for the website differently than the content for the intranet, or a written article differently than a verbal or audio statement, voice needs preparation of the actual data domains that help with automation.

Building a voice assistant for customer service means transferring information into a format that the voice assistant's ‘brain’ can handle and always retrieve, because this is the point of digitalization: retrieve information effectively.

Digitalization through voice, just like every other branch of digitalization, needs safe data strategy, data governance, server capacities and the right cloud features for AI. Until now, all of these requirements were mainly provided in the US and China.

To speed up digitalization in Europe, now is a good time to be innovative, and to start using and developing local technology, with a focus to serve the German and European market first.

Let’s build safe applications and more custom-built solutions.

Let’s be an essential part of our own market digitalization and carefully analyze our providers to offer more personalization to our clients and customers.