Voice CMS: updating the knowledge base of a digital assistant through conversation

In this study, we propose a solution based on a multi-agent LLM architecture and a voice user interface (VUI) designed to update the knowledge base of a digital assistant. Its usability is evaluated in comparison to a more traditional graphical content management system (CMS), with a focus on understanding the relationship between user preferences and the complexity of the information being provided. The findings demonstrate that, while the overall usability of the VUI is rated lower than the graphical interface, it is already preferred by users for less complex tasks. Furthermore, the quality of content entered through the VUI is comparable to that achieved with the graphical interface, even for highly complex tasks. Obtained qualitative results suggest that a hybrid interface combining the strengths of both approaches could address the key challenges identified during the experiment, such as reducing cognitive load through graphical feedback while maintaining the intuitive nature of voice-based interactions. This work highlights the potential of conversational interfaces as a viable and effective method for knowledge management in specific business contexts.

Digital assistant in a point of sales

This article investigates the deployment of a Voice User Interface (VUI)-powered digital assistant in a retail setting and assesses its impact on customer engagement and service efficiency. The study explores how digital assistants can enhance user interactions through advanced conversational capabilities with multilingual support. By integrating a digital assistant into a high-traffic retail environment, we evaluate its effectiveness in improving the quality of customer service and operational efficiency. Data collected during the experiment demonstrate varied impacts on customer interaction, revealing insights into the future optimizations of digital assistant technologies in customer-facing roles. This study contributes to the understanding of digital transformation strategies within the customer relations domain emphasizing the need for service flexibility and user-centric design in modern retail stores.