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As with any breakthrough technological Turning voice agents
innovation, the popularity surge of into intelligent agents
voice search interactions is led by the The majority of the communication is not
sophistication and maturity of the in the words we speak, but hidden in the
current offerings. The advancements
and perfection in natural language subtext, tone, and voice inflections of the
processing achieved in these platforms speaker. Intelligent agents should be able
is phenomenal. Apple’s Siri and Google’s to interpret voice inflections and map
voice recognition have achieved almost them on to emotions, such as happiness,
95% accuracy for the English language. surprise, anger and disgust.
Artificial Intelligence engines enabled
with natural language processing can be
Users can be tricked into like a breath of fresh air for customer
sharing their confidential interaction.
information. There have been
numerous instances of Intelligent voice agents can take over
phishing attacks routine activities that otherwise require
masterminded by hackers human intervention. They allow users to
using Chatbots as the bait. initiate a natural conversation. Backed
by artificial intelligence and machine
22 INSIGHTZ - VOLUME 03, 2018
