The phrase “voice internet’s” second word “internet” is as important as the first word. Till now I have been extolling the virtues of “voice” but what really happened in the textual and multi-media internet is the ability to link multiple applications via hyper-linking. Even more important was the ability to pass “context” and “parameters” to other applications. For e.g. you could be on Amazon site and you could be transferred to a payment site without losing context and data being pre-filled. Similarly with the advent of web-services you can integrate multiple applications programmatically with ease.

Now contrast this with the current scenario in the voice applications world. All “voice UI” aka IVR applications are standalone applications essentially. They interact with a backend database or CRM or payment gateway systems but not at the voice level, rather at an application level.

Why is this important you ask? 

Consider an application in the travel domain.
You call up a number say – 1-800-TRAVEL and want to find the cheapest fares across a number of travel sites and airlines. BUT, you do not want to book these tickets on this number, instead you want to book directly at the site which offers the cheapest flight. So, you call up this number and specify your details
Starting city: Delhi
Destination city: Mumbai
Start date: Sep 28, 2009
Return date: Oct 4, 2009

The application searches for then lowest fares and finds it on Jet Airways. However, now you need to be transferred to the Jet Airways voice app, and there is no way for Jet Airway voice app to know that you are coming with the context of Delhi-Mumbai return flight. You have really no choice but to enter the details again. Ugly Ugly Ugly.

I am open to suggestions on this and also looking for a solution. If someone knows anything please let me know, as I am designing my own solution to fulfill the promise of the voice internet.