Today, we are going to be looking at why human agents are better than voice technology.
Some people may think that there is a clear cut answer to this question. However, I do not believe that the answer is quite straight forward, as you would hope.
Firstly, there are different demographics of people who will think that one is better than the other. Take a look at how people have grown up in their era. There will be people who believe that humans are overall better than AI due to their preference to talk to real people. On the other hand, there will be people who do not like to talk to people and would instead sort out the issues with AI.
Secondly, there is the question of the quality of both of these types of agents.
Therefore, some of the questions that arise when you think of the more significant issue may be:
Before we answer these questions, let’s take a look at some of the individual points:
Voice technology, no matter how you look at it, is a brilliant idea that can be put to use very well. It was a very secret technology in around 1993 and advertised as an excellent tool for recognizing the human voice. Things have moved on tremendously in the last 26 years or so though. These things have changed in both the secrecy of VT and also the ability of it.
You may have read our article on voice technology already, and if you haven’t, then I would highly suggest that you do. After you have read that article, you will find out that you will undoubtedly need VT if you are running a call center. However, this article is not looking at if you need it, we are looking at if it is better than humans.
So, how do we find out if voice technology is better than humans? Well, we have to ask the right questions and get the correct answers. I have pointed out the main problems that I think will answer this to the best of our ability above. But other questions need to be taken into account to get the answer we want.
The answer to how good is voice technology is a lot like the answer to many generic “how good is” questions:
I have only used two examples as I think that this will show you my point well enough. However, you can use this analogy in any situation. I am going to presume that, if you were to answer these questions, you would answer such as: “Well, that depends on how good the individual phone or laptop is.” Of course, having the latest and greatest flagship phone from the most prominent company, you are going to have a great mobile phone. But if you have an old phone, then you are going to have an inferior one. That is going to be the answer to the voice technology too.
Of course, there are many benefits to any technology, and VT is no different. Before we get into the downfalls of the technology, let’s take a look at what some of those benefits are:
Any technology could be the greatest thing in the world at the time of release. So, let’s say that you buy that latest and greatest voice tech. That will come with consequences:
Now that we have looked at some of the pros and cons of voice technology, let’s take a look at human agents.
Humans have, to state the obvious, worked for as long as we have been monitoring calls in call centers. The first-ever call center was founded in 1957, thirty-six years before voice technology even became a reality. That gives humans a significant edge straight away. Although you may think that technology is advancing at a highly superior rate to humans, you have to take into account who it is that is creating the technology.
Voice technology can, and will only ever be, as good as the humans that program them. If you have the right people doing your QA, then I think that you may have a hard time getting better results with VT.
Of course, there are still the factors that you have to look at, such as the percentage of calls being able to be monitored. However, you also have to take into account the accuracy of those monitors. Let’s have a look at some of the advantages and disadvantages of humans in call center monitoring:
All call center QA processes will have a more significant benefit from having people involved instead of just AI. Here, we are going to have a look at why:
Like everything, there are going to be downfalls of human analysis. Before we make an overall decision about the initial question, let’s have a look at the issues that you may come up against human analysts:
Speech recognition is a significant component of voice technology. You could have the best sounding voice technology, with the most realistic sounding voice that you could wish for. However, this will be useless if it can not recognize the speech that is on the other end of the phone.
Both words and tones need to be recognized correctly. There are so many variations in accents and the ways that people speak that this is often an unrealistic, far fetched scenario with AI.
Humans, on the other hand, are much better at deciphering accents and tones than any machine is ever likely to do. Therefore, in speech recognition, I believe that humans are the clear winner.
So, “are humans better than voice technology?” In one word, it would have to be yes. I will give you an overview of why each is better than the other.
Humans are better because:
Voice Technology is better because:
When you look at the small list above, I will presume that you would like to have both of the lists involved in your QA process. That is why, here at Call Criteria, we are dedicated to using the good points of each of the systems to provide you and your company with high quality, lower-cost auditing. Contact us to find out how we can help you.