Support agents type thousands of words daily. Voice dictation can dramatically reduce response time and typing fatigue.
The Support Agent Challenge
Every minute spent typing is time not helping customers. Agents handling 50+ tickets daily can develop repetitive strain injuries. Voice input addresses both problems.
Where Voice Helps Most
- Detailed explanations: Complex solutions dictated faster
- Ticket notes: Document interactions quickly
- Email responses: Longer replies without fatigue
- Knowledge base articles: Create documentation by speaking
Implementation Tips
- Start with internal notes, not customer-facing text
- Build comfort before using for live responses
- Use templates for common phrases
- Quick edit pass before sending
Privacy Considerations
Customer data requires protection. Cloud transcription may violate data handling policies. Local transcription keeps customer information secure.
Metrics Impact
- Average handle time decreases
- First response time improves
- Agent satisfaction increases
- Detailed responses become feasible
Open Office Challenges
Voice input in shared spaces requires consideration. Options: private rooms for complex tickets, or push-to-talk with quiet speaking close to mic.
Support Teams Trust Sotto
Local transcription keeps customer data private. $29 per seat, one-time.
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