内容来源：https://www.wired.com/story/whispering-complaints-into-your-phone-may-be-the-future-of-customer-feedback/

内容总结：

今年以来，语音交互类软件异军突起，成为科技领域的一大热点。从Wispr的精准听写到Granola的实时收音，围绕“声音”的软件应用正变得无处不在。语音识别技术的突飞猛进，甚至让不少用户开始习惯用口述替代键盘敲击来完成文稿撰写。

尽管有预言称这将宣告键盘时代的终结，未来白领们只需对着桌面麦克风轻声细语，而无需再敲击键盘，但这一观点或许过于激进。不过，语音技术的成熟确实有望彻底改变消费者反馈意见的方式。相比于在客服电话中漫长等待或遭遇负面体验后费力写邮件投诉，用户如今更倾向于拿起手机，用二三十秒的语音直观表达好恶。

这一趋势正被创业者捕捉。语音反馈初创公司Voicebox的CEO卡兰·古普塔表示，过去两年语音技术已迎来拐点，识别速度和准确性都达到了可用水平。Voicebox的操作十分便捷：顾客扫描店内的二维码或用手机轻触NFC标签，即可畅所欲言。系统会自动将语音转为文字，并结合情感分析发送至商家后台。该公司已与机场航站楼合作，旅客可随时对卫生间清洁度或指示牌清晰度发表意见。

古普塔的愿景不止于改善企业服务。今年早些时候，导演莉娜·邓纳姆在旧金山为其新书举办活动时，也在现场展示了Voicebox的二维码，收集到大量观众关于共鸣其医疗经历的情感留言。在古普塔看来，这正说明公众渴望以更便捷的方式，对他们关切的话题表达看法。

为拓展这一愿景，Voicebox近期推出了“公共目录”功能。用户可以从任何地点提交语音反馈，未来版本中，甚至能浏览其他用户对特定商家的公开评价。这无异于将传统的客诉工具，升级为一款众口相传的“语音版”大众点评或谷歌地图。这种入口极简的语音反馈模式，正契合当前软件行业对自然交互的追求——当说话比打字更省力时，拇指在屏幕上的敲击或许真的会显得笨拙而过时。

中文翻译：

今年一些最热门的软件都围绕着声音采集展开。无论是Wispr敏锐的听写功能，还是Granola时刻倾听的耳朵，以声音为中心的软件目前几乎无处不在。事实上，语音听写已经精准到如此程度，以至于我经常在记事本里写草稿，然后朗声口述给笔记本电脑听。

一些预言家宣称这是一个键盘时代的戏剧性终结时刻——大批白领很快将在办公桌上对着麦克风轻声细语，而不是噼里啪啦地敲键盘。我不同意这种看法，但我确实认为这些变化可能会颠覆客户提供反馈的方式。

我很少给客服发邮件，除非发生了很糟糕的事情而我想要退款。比起在电话里等上不知道多久才有人接听，我更愿意对着手机絮叨20秒来给出反馈，无论是好评还是差评。

Voicebox的首席执行官卡兰·古普塔表示：“过去两年，我们达到了一个临界点。语音现在可以做到精准，也可以做到快速。”他的上一家创业公司也依赖语音技术——一款名为Alice的应用程序，专为安全转写而设计。Voicebox是一家旨在通过语音收集反馈的初创公司。

通过Voicebox提供反馈非常简单。顾客可以扫描二维码，或将手机轻触店内张贴的NFC芯片，然后说出他们想说的任何话。反馈会被自动转写并发送到公司的仪表板，同时附带情绪分析。如有需要，公司还可以通过电子邮件进行后续跟进。Voicebox已与机场航站楼合作，旅客可以就洗手间卫生问题或登机口指引发表自己的意见。

古普塔希望这种类型的反馈能超越商业体验的范畴。今年早些时候，莉娜·邓纳姆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。许多与会者提供了反馈，分享了他们对她的医疗历程感同身受的动情信息。他认为这是公众希望在热衷的话题上更容易地分享更多反馈的一个例证。

作为这一更宏大愿景的一部分，Voicebox最近推出了“目录”功能，反馈可以从任何地方发送进来，而在未来的版本中，用户可以查看其他人对特定企业的公开评价。我可以在走出理发店时对着手机轻声说一句对我新发型的看法，或者为未来的访客分享关于如何应对某家医院停车难的建议。

“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，扩展为某种更像谷歌地图的产品——众口相传的评价。这种以声音为中心的方式呼应了其他流行软件的趋势——语音听写的未来如此自然，以至于用拇指在智能手机上敲打可能显得笨拙而过时。

与古普塔聊完之后，我打开了Voicebox的目录，然后搜索了——好吧——Voicebox本身。是时候让我的声音被听到了。不过我还在等机场里坐在我旁边的那对夫妇离开，这样我对着手机轻声细语就不会觉得尴尬了。

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英文来源：

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.
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.
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.
“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.
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.
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.
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.
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.
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.
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