Voice technology and its transformative potential took center stage at the Self-Service Innovation Summit 2024, hosted by Networld Media Group in Miami, Florida.
Steve Lieber, VP franchise development at BurgerFi; Marco Salas, head of self-service, retail business at Datec Latam; Melanie Endres, CEO at Code Factory SL.
Voice technology and its transformative potential took center stage at the Self-Service Innovation Summit 2024, hosted by Networld Media Group in Miami, Florida, where industry leaders explored advancements in accessibility, operational efficiency, and customer satisfaction. Moderated by Melanie Endres, CEO of Code Factory SL, the panel featured Marco Salas, head of self-service and retail business at Datec Latam, and Steve Lieber, VP of franchise development at BurgerFi.
The discussion highlighted how voice-enabled self-service solutions are shaping industries such as banking, retail, and dining. Endres introduced the session with Code Factory’s journey, emphasizing its innovation in accessible technology. «Voice interaction allows us to bring accessibility back to the forefront, making kiosks and systems more inclusive,» Endres said.
Advancing self-service in Bolivia
Salas shared Datec Latam’s success in implementing Code Factory’s voice interaction technology in Bolivia. Partnering with a leading bank and the national airline, Salas noted that the proof-of-concept projects were completed remotely in record time. «In just one month, we had a functional proof-of-concept, overcoming challenges like noise and data security,» Salas said.
The Bolivian trials demonstrated the impact of voice integration on customer experience. Salas explained that voice-guided kiosks helped customers navigate complex processes, such as opening bank accounts or purchasing airline tickets. «The kiosk became like a trained person guiding the user step-by-step,» he added, noting that this significantly enhanced customer satisfaction and operational efficiency.
The role of voice in the dining experience
Steve Lieber brought a practical perspective from the restaurant industry, recounting BurgerFi’s adoption of self-service kiosks and the potential for integrating voice technology. While kiosks have boosted order accuracy and average check sizes, Lieber highlighted challenges with early implementations of voice AI in a previous role at Anthony’s Coal Fired Pizza.
«We got into voice AI too early,» Lieber said, citing a 3% error rate that frustrated customers. Reflecting on lessons learned, he expressed interest in Code Factory’s technology: «What I’m hearing now, with multilingual support and improved order accuracy, sounds like a solution for our challenges, especially in locations with international tourists.»
Lieber also touched on future opportunities, including voice-enabled recipe retrieval for kitchen staff, which could improve consistency and food safety. «The more touch-free we can go in the kitchen, the better,» he said, noting the health and operational benefits of such advancements.
Overcoming technical and cultural barriers
The panelists acknowledged the hurdles of integrating voice technology. Salas emphasized the importance of collaboration, particularly when teams are dispersed globally. «This was the first time we completed a project entirely remotely,» he said, attributing the success to effective communication and clear expectations.
Endres elaborated on the adaptability of their solution, which she said «voicifies» existing software without invasive changes, making it suitable for a range of industries. She emphasized the inclusivity of voice technology: «We believe this innovation starts to close the accessibility gap, enabling everyone to engage with self-service systems.»
The future of voice in self-service
Audience questions brought further insights, including the role of voice in differentiating speakers in noisy environments and its potential applications in video banking. Lieber shared his vision for expanding voice integration at BurgerFi, particularly in drive-thrus. «Order accuracy is everything,» he said. «If voice can reduce errors and speed up service, it’s a game-changer.»
Endres closed the session by urging businesses to think strategically about voice technology. «It’s not just about innovation; it’s about reducing friction for the customer and improving the overall experience,» she said.
As industries embrace voice technology, its potential to enhance efficiency, accessibility, and customer satisfaction remains a compelling narrative for the future of self-service.