Google launched a few updates to its Contact Center AI product today, but the most interesting one is probably the beta of its new Custom Voice service, which will let brands create their own text-to-speech voices to best represent their own brands.
Maybe your company has a well-known spokesperson for example, but it would be pretty arduous to have them record every sentence in an automated response system or bring them back to the studio whenever you launch a new product or procedure. With Custom Voice, businesses can bring in their voice talent to the studio and have them record a script provided by Google. The company will then take those recordings and train its speech models based on them.
As of now, this seems to be a somewhat manual task on Google’s side. Training and evaluating the model will take “several weeks,” the company says and Google itself will conduct its own tests of the trained model before sending it back to the business that commissioned the model. After that, the business must follow Google’s own testing process to evaluate the results and sign off on it.
For now, these custom voices are still in beta and only American English is supported so far.
It’s also worth noting that Google’s review process is meant to ensure that the result is aligned with its internal AI Principles, which it released back in 2018.
Like with similar projects, I would expect that this lengthy process of creating custom voices for these contact center solutions will become mainstream quickly. And while it will just be a gimmick for some brands (remember those custom voices for stand-alone GPS systems back in the day?), it will allow the more forward-thinking brands to distinguish their own contact center experiences from those of the competition. Nobody likes calling customer support, but a more thoughtful experience that doesn’t make you think you’re talking to a random phone tree may just help alleviate some of the stress at least.