Read-Aloud & Voice Memo Messages / Responses

Our service desk team has reached out with an idea to assist our large group of users who may not be very tech-savvy. 

At present, users type their queries and receive text-based replies with suggestions. However, we have noticed that many users hesitate to type messages because explaining everything in detail through text is not always practical. Additionally, long text responses can feel overwhelming, and users may not be inclined to read them thoroughly.

To enhance the user experience, we suggest implementing a voice command option along with the transcript. With this feature, users can leave a voice note explaining their issue and receive voice-based suggestions that guide them step-by-step through resolving the problem.

This would make the process more engaging and convenient for users, encouraging them to use the feature more frequently, and ultimately improving our overall customer experience.