Copywriter: Yuliia Melnik

Many have invested in voice technologies driven by artificial intelligence, abbreviated as AI. Now it produces accurate responses that aim to mirror human reactions acutely. Artificial intelligence and voice recognition technology has now become more ubiquitous and accepted by major enterprises, start-ups, and governmental industries. However, this hasn’t been free of trust concerns.

While these voice technology products have gained the appeal of the public consumer, there is a lack of evidence and demonstration to suggest that people can trust AI technology. In turn, questions are raised by the validity of its use and whether we can trust it 100%.

As long as large companies can see the value, and it has been incorporated in internal operations, the public raises concerns about whether the technology wiretaps the conversations. Adobe Analytics survey found that the most common voice searches are asking for music (70%) and the weather forecast (64%), while online search and use general inquiries that require a feedback answer takes 47%. Some of the alarming statistics taken from the PwC 2018 report found that 25% of Americans are concerned with shopping with their voice, and, alarmingly, 90% of trust is a factor.

Near to the end of 2020, there were no suggestions that these trust issues were aimed to protect users from concerns. Amazon developed a patent that determines using any voice data. Although this may sound harmless, there is still a concern that requires access and use of personal user data. And artificial intelligence, cloud assistants, and voice recognition technology are expected to evolve in two principal areas: Security and Customer Experience.

A Focus on Security

Security is a central concern for many users. Cisco Consumer Privacy Survey 2019 reported that 84% of respondents are concerned about privacy, security, and their own data. People know that hackers only require small audio to replay a human voice and trick people.

The threat is likely to grow in the future as the technology evolves and becomes more powerful to intercept voice conversations. There is now a consensus for voice verification and ID to be introduced to users using the technology to improve security, particularly financial data and sensitive information. We also await the enhancement of surveillance and cybersecurity laws and policies harsher to protect personal data.

Improvement of Customer Experience

Artificial intelligence, digital assistants, and voice recognition technology are expected to become more intelligent, accurate, and proficient for everyday practices. Technology should identify innovative ways to create streamlined experiences for customers. Main points of growth:

  • increasing oh the simplicity and speed of services driven by artificial intelligence;
  • promoting individual voices to cater to customer preferences of shopping or music;
  • developing a better understanding of voice tone and accent to deliver personalization to customers making the overall experience better.


Artificial intelligence is the key to a successful digital business. The global voice recognition market size was forecast to grow from 10.7 billion U.S. dollars in 2019 to 27.16 billion U.S. dollars by 2025. The best way to ride this wave of AI opportunities is to focus on two principal areas — security and customers’ needs.

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