Our Best Practices
Together with you, we create a distinctive voice identity for your brand and identify the best areas of application for your company. We implement projects both linguistically and technically, and integrate the applications into your IT environment. We have extensive experience with both small and large projects for internationally operating companies.
Swisscom aimed to provide its customers with an intuitive and convenient control system for digital home services that is perfectly tailored to their needs. In addition, the customer was supposed to retain full control of their data.
With an independent voice asisstant that was developed specifically for the Swisscom TV Box, Swisscom not only made itself independent of other platforms, but was also able to develop a Swisscom brand persona in a targeted manner. According to the slogan „so beautifully simple“, using the voice assistant is very intuitive and based on natural language. In addition, the voice assistant also knows when to remain silent in order to avoid disturbing the user's cozy evening in front of the TV.
This project was presented at the 2019 Voice-Connected Business conference by Christoph Esslinger and Benjamin Vornholt, Product Owner Voice Control at Miele & Cie KG.
Miele wanted to give its customers the possibility to operate their household appliances intuitively and easily via voice input. In addition to an uncomplicated control of the appliances, customers can also obtain information about their appliances or listen to tips on housekeeping and cooking - making a simple Alexa skill a daily companion for the household. As a household appliance manufacturer, Miele is taking a decisive step forward. With language as a simple and natural tool, we make it possible to control complex appliances such as washing machines, tumble dryers, ovens, and so on. Miele thus creates a whole new experience in interacting with machines.
The Miele brand stands for top quality and pioneering technology. These values should also be conveyed to customers in their daily contact with the skill. It is therefore based on a clever persona that knows the demands of the user and responds to specific needs in exactly the right places. In this way, we contribute to making the linguistic interface between user and machine as simple and intuitive as possible, while at the same time conveying the essential characteristics of the brand.
For many years, Carlsen Publishing has published children's books using the Pixi series. Pixi sees itself as the little book children can enjoy everywhere. This project was supposed to make the Pixi stories accessible via a voice assistant. Carlsen's aim was to publish a bedtime story skill that contained a variety of stories so that children could use it as a daily bedtime ritual. Since the target group consists of children, it was particularly important to create a likeable skill - it should be fun and help the children fall asleep every night.
In order to implement this vision, we first thought about the needs of the children as well as the parents using this skill. We asked ourselves how we could present the content in a simple, intuitive and, above all, enjoyable way and how we could expand it in the future. The result: Children can now choose from two stories every day, but can also choose to listen to their favourite story anytime they want to in case they prefer to listen to a lullaby instead.
Interacting with a voice user interface (VUI) provides the same interaction you would have with a real person. VUIs are therefore increasingly accepted by consumers and are becoming an integral part of households.
At the same time, VUIs are being integrated into more and more products - for example in cars or in the light switch in the home - so that they can be operated simply by spoken commands. In the medium term, this increases both the target group's expectations of a modern user experience and the chances for the company to stand out from the competition. Instead of just cutting costs and focusing on the most cost-effective customer support, it can use new approaches to lead generation and tap into new target groups with an innovative brand experience.
Language interfaces can be programmed to provide support to customers on product-related issues. They can record feedback and even sales requests.
The advantage of implementing a company-specific voice application is that it is available 24/7. This allows the company to stay in constant contact with its customers. The target group expands, customer contact is intensified, and support is always available. Especially in the consumer environment, the company thus gives its customers proximity and security.
Hotel & Hospitality
In the hotel business, the best possible customer service has always been the order of the day. Hotels must ensure that they offer their guests access to innovative technologies, especially those that make a hotel room a great home. In this way, any hotel room can be transformed into a stunning smart home.
In addition, voice user interfaces can be programmed to take on the role of a digital concierge. The guest can easily request the services offered by the hotel. Guest feedback can also be easily recorded using a voice user interface.
Smart home began years ago as a buzzword and is now a multi-billion dollar industry with more and more brands emerging in this sector. People want to surround themselves with innovation and integrate more and more intelligent, technical peripheral devices into their home environment.
Products are becoming smarter and more connected in order to be self-regulated or remotely controlled by the user. The next evolution of smart home is the control of devices via voice commands.
Office & Workspace
In order to bind skilled workers to the company and keep them in the long term, the design of the working environment is becoming increasingly important. One aspect in this environment are feedback systems, which record the mood and motivation in the team and give the management the possibility to strengthen good effects and to be able to counteract negative developments.
Interacting with Alexa is the same as interacting with a real person. Alexa can be programmed to take over regular feedback from the team and help the management recognise tensions early. Many other skills that facilitate efficient collaboration are possible. Even the planning of meetings can be supported by Alexa.
The automotive industry is facing a fundamental change that will not only affect drive technology. More and more customers expect a unique product experience from their car. The technical possibilities of cars are also becoming increasingly complex and require intuitive operation.
For the driver, there is nothing easier than to operate the car functions by voice. Integrated voice assistants can also control other elements of everyday life - e.g. a mobile phone connected to the car - in addition to simply operating the electronic functions of vehicle, but the basics must also work reliably onboard, i.e. without an active internet connection. With such a development, it is imperative that the dialogues are designed to be simple and intuitive, as they must not distract from driving. In addition, there is a very high and complex multimodality - control options are provided by steering wheel buttons, rotary push buttons, touch screen, possible gestures, indication in the head-up display, instrument cluster, centre display - as well as the inclusion of contextual knowledge - current location, fuel level, tyre pressure, temperature for climate control, etc. And finally, it must be ensured that driving functions can be controlled exclusively from the driver's seat.
But the application in the automotive sector goes far beyond integration into products: examples include customer service, garage support, support for car dealerships, support for service staff as well as the simplification of maintenance and repair measures.
Shops & Retail
Customers demand a variety of services from retail companies. At the same time, companies are under intense competitive pressure to reduce costs and focus only on the most cost-effective customer service.
The advantage of implementing a company-specific voice application is that it is available 24/7, enabling a company to stay in constant contact with its customers.
The health care system is facing various new challenges, such as the increasing ageing of the population or the challenges of digitalisation. New ways are needed to keep our older generation in touch with innovative technologies in order to offer them the best possible quality of life and care.
Interacting with a voice interface should feel like a normal conversation. This is especially crucial for a generation that has not grown up with digital devices. Voice interfaces can, for instance, be programmed to make emergency calls by simply raising one’s voice. Besides, access to state-of-the-art devices can be designed barrier-free with an intuitive voice control system, thus helping older people overcome their fear of not being able to use them.
In addition, voice control interfaces can become a partner in stress management by using special skills to support meditation or other relaxation strategies. This offers hospitals and care facilities new opportunities to expand their services and at the same time relieve the burden on their own staff.
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