Whispering Complaints Into Your Phone May Be the Future of Customer Feedback
wired ·
The article examines how voice-based software is becoming more prominent and proposes that voice notes could reshape customer feedback. The author states that while keyboards are unlikely to be completely replaced, they personally prefer giving feedback through brief voice recordings over email or waiting on hold. Voicebox, a startup led by Karan Gupta, collects customer feedback via voice, and Gupta believes voice technology has recently reached a level of accuracy and speed that makes it viable. Users interact with Voicebox by scanning a QR code or tapping an NFC chip and then speaking, with the system transcribing the message and providing sentiment analysis for businesses. The service has been adopted in airport terminals and at a Lena Dunham book event, indicating its potential beyond traditional corporate settings. Voicebox also launched a public directory that allows people to leave voice feedback about businesses from any location, which could evolve into a crowd-sourced review platform similar to Google Maps. The author tested the directory by searching for Voicebox and felt awkward whispering into their phone in public.
wired