It’s often said that we’re wedded to our screens in the modern world. But screens aren’t the only interface available with our digital devices. AI voice assistants like Alexa and Siri are now mainstream technology. It’s estimated that there are more than 8 billion voice-controlled devices in circulation. Most of them are smartphones. More than a quarter of peoplenow report using voice controls on their phones on a daily basis.
With such huge growth in the popularity of voice AI technology, it’s no surprise that we’re starting to see its impact on self-service, too. Around the world, voice controlled kiosks are popping up across many industries.
2025 could be the breakthrough year for voice AI in self service. Here are five reasons why the world is ready to embrace it.
1. Voice AI Technology Has Evolved Rapidly
Voice AI has come a long way in short space of time. Just a few short years ago, voice assistants were only capable of answering basic questions. Speech recognition was limited, with accents, dialects and background noise causing lots of misunderstandings.
With rapid advances in the underlying AI that powers them, modern voice interfaces are now highly accurate even in noisy environments, and can support a wide range of languages and dialects. Plus, machine learning algorithms mean they are continuously getting better at understanding accents, colloquialisms, and variations in speech patterns.
Generative AI technology popularised by the likes of ChatGPT and Gemini mark an even bigger leap forward. Adding Gen AI’s language comprehension and generation capabilities to voice assistants will allow for deeper, more complex and more realistic ‘conversations’ to take place between people and machines than ever before. In the context of kiosks, this will take self-service ever closer to the experience of interacting with a person.
2. Voice Interfaces Improve Accessibility
Touchscreens, while convenient for many, can pose challenges for individuals with visual impairment or physical disabilities. Voice-controlled kiosks eliminate these barriers by replacing reliance on sight and dexterity with spoken instructions and queries. Hands-free, voice-driven interfaces therefore promote accessibility and inclusivity in self-service.
3. Voice Interactions Are Better for Complex Processes
When users are faced with a multi-step process such as customizing a meal, booking travel tickets, or filling out forms, swiping through several pages and typing out required information can be laborious and time-consuming. Voice interfaces are more intuitive and easier to use, and are therefore ideal for streamlining more complex interactions.
Instead of repeatedly tapping through menus and submenus on a touchscreen, users can simply describe their preferences or provide information conversationally. Moreover, voice AI systems can guide users step-by-step, confirm inputs, offer suggestions and prompts, and ask questions to gauge progress. Again, with the transition to Gen AI-based voice technology, the conversational flow of such interactions will become ever more natural and seamless, even for the most detailed processes.
4. Hands-Free Operation Enhances Hygiene
The COVID-19 pandemic shined a spotlight on hygiene that continues to have a strong influence on our day-to-day habits and technologies. The meteoric rise in popularity of contactless payments, for example, can in part be attributed to people preferring not to touch the keypads on card readers.
Kiosk touchscreens, used by multiple people throughout the day, pose the same issues. Voice-controlled kiosks offer a hands-free alternative, allowing users to complete transactions or retrieve information without touching shared surfaces. This hygienic advantage is particularly valuable in high-traffic areas such as airports, hospitals, and quick-service restaurants (QSRs), where cleanliness and safety are paramount.
5. Faster Service and Greater Accuracy
Kiosks have proven to be a huge hit in fast-paced environments like QSRs precisely because they help speed up service while also improving order accuracy. AI voice interfaces have the potential to take this up another level. A prime example of this is drive thru restaurants, where difficulties hearing orders over standard intercomms can lead to mistakes and delays. At busy times, this can lead to long queues and customer frustration.
AI voice assistants remove the reliance on manually inputting orders. Cutting out this step increases speed and also reduces the risk of errors. This efficiency not only improves the customer experience but also enhances operational productivity.
With practical benefits like improved accessibility, hygiene, and efficiency, voice interfaces represent an exciting new chapter in the kiosk success story. As voice AI continues to evolve, the possibilities for its application will only expand, making now the perfect time to consider where his technology can make a difference for your business.
Get in touch with the Oxhoo team to find out more.