As the digital voice assistants like Amazon’s Alexa and Google Home is on their rapid growth, the market research revealed that the market for speech and voice recognition will touch USD 22.3 billion by 2024. Even governments are traveling around this tech to advance citizen interaction and ease the customer service load.
Operations Chief for the biometric division of U.S. Citizenship and Immigration Services’ (USCIS) Immigration Records and Identity Services Directorate, Tim Van Dyke stated that some government agencies already are shifting towards this technology. It is unavoidable that the agency will do these things. It is just so more convenient. People, at USCIS, who are working to become naturalized or who are shifting their residency status ask more of routine queries like whether they necessitate a lawyer or what documents are needed. The delivery of this information could be automated through a voice assistant that is freeing up customer service employees to address more complex issues. That would also relieve the interface for people with disabilities, particularly those with impaired vision.
Small Business Administration (SBA) IT expert and systems developer, Ryan Hillard noted that the SBA recently introduced a pilot project in which callers can interact with a voice attendant to rapidly determine whether their business meets the criteria as small. The idea for the pilot project appeared in the pace of innovations, and developers were able to develop a working prototype in just a matter of three days.