Whispering Complaints Into Your Phone May Be the Future of Customer Feedback
Whispering Complaints Into Your Phone May Be the Future of Customer Feedback
对着手机低声抱怨，或许就是客户反馈的未来
Some of the hottest software this year revolves around capturing voices. Whether it’s the sharp dictations of Wispr or the always-listening ears of Granola, voice-centered software currently feels inescapable. Voice dictation is getting so sharp, in fact, that I often write drafts in my notepad and then dictate aloud to my laptop.
今年最热门的一些软件都围绕着“捕捉声音”展开。无论是 Wispr 精准的听写功能，还是 Granola 时刻倾听的特性，以语音为中心的软件目前似乎无处不在。事实上，语音听写功能正变得越来越精准，以至于我经常先在笔记本上写好草稿，然后对着笔记本电脑大声朗读出来。
Some prognosticators have declared this to be a dramatic end-of-the-keyboard moment, where legions of white-collar workers will soon be quietly whispering into desk microphones rather than clacking away at keyboards. I disagree, but I do think these changes could upend how customers give feedback.
一些预言家宣称，这标志着“键盘时代”即将迎来戏剧性的终结，大批白领很快将不再敲击键盘，而是对着桌面麦克风低声细语。我对此持保留意见，但我确实认为这些变化可能会彻底改变客户提供反馈的方式。
I rarely email customer support unless something substantially negative has happened and I’m fishing for a refund. I’m much more open to giving feedback by blabbering for 20 seconds into my phone, good or bad, than I am to waiting on hold for who knows how long until someone answers.
除非发生了严重的负面事件且我需要申请退款，否则我很少给客户支持部门发邮件。相比于不知道要等待多久才能接通人工客服，我更愿意对着手机喋喋不休 20 秒来表达反馈，无论是好是坏。
“In the last two years, we hit a tipping point,” says Karan Gupta, CEO of Voicebox, a startup designed to collect feedback via voice. “That voice could now be accurate. It could be fast.” His previous startup also relied on voice technology—an app called Alice designed for secure transcription.
“在过去两年里，我们迎来了一个转折点，”旨在通过语音收集反馈的初创公司 Voicebox 的首席执行官 Karan Gupta 表示，“现在的语音识别既精准又快速。”他之前的创业项目也依赖于语音技术——那是一款名为 Alice 的安全转录应用。
Giving feedback through Voicebox is simple. Shoppers can scan a QR code or tap their phone to an NFC chip posted in a store and then say whatever they want. The feedback is automatically transcribed and sent to the company’s dashboard, with a sentiment analysis. Companies can also follow up over email, if needed. Voicebox has partnered with airport terminals so that travelers can give their two bits about bathroom messiness or gate directions.
通过 Voicebox 提供反馈非常简单。购物者只需扫描二维码或将手机靠近店内张贴的 NFC 芯片，然后说出他们想说的话即可。反馈内容会自动转录并发送到公司的仪表板，同时附带情感分析。如有必要，公司还可以通过电子邮件进行后续跟进。Voicebox 已与机场航站楼达成合作，旅客可以就洗手间的卫生状况或登机口指引发表自己的看法。
Gupta wants this type of feedback to extend beyond corporate experiences. Earlier this year, Lena Dunham held an event in San Francisco for her book Famesick and flashed a Voicebox QR code on the screen. Numerous attendees gave feedback, sharing emotional messages about how they empathized with her medical journey. He sees this as an example of the public wanting to share more feedback more easily on topics they feel passionate about.
Gupta 希望这种反馈模式能超越企业服务的范畴。今年早些时候，莉娜·邓纳姆（Lena Dunham）在旧金山为她的新书《Famesick》举办了一场活动，并在屏幕上展示了 Voicebox 的二维码。许多与会者留下了反馈，分享了他们对她求医经历的共鸣与感触。他认为，这体现了公众希望以更简单的方式，针对他们关心的议题分享更多反馈。
As part of this larger vision, Voicebox recently launched its “directory,” so feedback can be sent in from anywhere and, in future iterations, users can discover what other people are saying publicly about a specific business. I could give a quick opinion about my haircut on my way out of the barbershop by just whispering into my phone, or share advice for future visitors about navigating some hospital’s parking situation.
作为这一宏大愿景的一部分，Voicebox 最近推出了“目录”功能，用户可以从任何地方发送反馈。在未来的版本中，用户还可以查看其他人对特定企业的公开评价。比如，我可以在离开理发店时对着手机低声说出对发型的评价，或者为未来的访客分享关于某家医院停车情况的建议。
The directory expands Voicebox’s potential from a customer-complaint vehicle centered around business needs into something more like Google Maps, with crowd-spoken reviews. This voice-centric approach mirrors other popular software trends, where the future of dictation feels so natural that using your thumbs to tap away on a smartphone may feel cumbersome and outdated.
该目录功能将 Voicebox 的潜力从以商业需求为中心的客户投诉工具，扩展成了类似“谷歌地图”的平台，只不过内容变成了“众口相传”的评论。这种以语音为中心的方法反映了其他流行的软件趋势：未来的听写功能将变得如此自然，以至于用大拇指在智能手机上敲敲打打反而会显得笨拙且过时。
After chatting with Gupta, I opened the Voicebox directory and searched for, well, Voicebox. It was time for my voice to be heard. Though I’m still waiting for the couple sitting next to me at the airport to leave so I don’t feel awkward about whispering into my phone.
在与 Gupta 交流后，我打开了 Voicebox 的目录，搜索了……嗯，Voicebox。是时候让我的声音被听到了。不过，我还在等坐在机场旁边的那对情侣离开，这样我就不会因为对着手机低声细语而感到尴尬了。