Voice seen as natural interface for logistics

This summer the German technology group Körber acquired the Centriq Group, of which Voiteq was part. The deal means the voice player sits shoulder-to-shoulder with a wealth of automation, ERP, WMS, robotics, and integrator businesses.

Matt Gregory, sales director, Voiteq explains: “For us, voice is the natural interface between complex IT systems and people. Unless you go to a fully automated warehouse, people are still key in the supply chain.”

One example is having a picker use voice to enhance a conveyor-based automated system. Adding voice to a traditional conveyor system can ensure that the correct product, for the right order, is always placed into the correct tote.

“Voice can be used with a goods-to-person picking system to ensure and check the right product is being placed in the container.”

It can also help ensure quantity mistakes are not made.

Matt sees the hands-free, eyes-free dynamic of voice as a tool to help get the most out of millennials coming into the workforce.

“If we have a limited pool of labour, you need to keep good staff and make them better. The answer we feel is more carrot than stick. Make it easy to do the right thing every time.”

There is a lot of technological choice in the market, particularly with regards to picking. Augmented reality has received a lot of column inches, but Matt sees it as complementary.

“I see it primarily being used away from the pick face. For example, we can envisage it being used to assist workers in complex tasks such as inspections and returns. From our studies and assessments with our customers, we have learnt that vision can’t exceed current voice rates for picking.

“It will be part of the technology stack. The future for us is to be logistics problem solvers, who are able to suggest the most appropriate tool for the task – voice, vision, automation and scanning will all have a role to play.

Hard yards

Matt also sees voice as a key enhancement for WMS deployments.

“Lots of companies put in hard yards on a WMS, but sometimes the user interface is neglected, so there is a default to handheld terminals.

“We have a product called VoiceMan Screen-to-Voice that can help companies map and translate RF  screens into an intelligent voice process, bringing a 15%+ productivity improvements as well as an uplift in accuracy and staff morale.”

For Voiteq, the ‘neglected voice user’ is another important customer type.

“Many companies are already using voice from another vendor. Voice is mission critical and needs to be looked after, for example, with an optimised voice dialogue and a robust wireless infrastructure. We’ve built up expertise here and in areas such as an inhouse repair centre, and a field based continuous improvement team so end users can have a system delivering ongoing benefits as their businesses evolve. As a result, we’re picking up customers from other voice vendors.”

Flexible retail

Matt also sees opportunities for voice in the retail setting. This is partly down to the flexibility of voice in adapting to different demands in an omnichannel environment.

He says voice can adapt from directing a single order process to multi-order in days. 

“A lot of our customers are 3PLs, so we have to be able to adapt to new contracts with new requirements quickly. Our product lines have been designed with these challenges in mind, enabling  3PLs to take more control of the solution and  make these adjustments themselves.”

Voiteq is also working hard on real time analysis, a lot of systems rely on analysing previous days’ data, yet Voiteq is now delivering analysis in near real time.

“Problems occur in the real world, so you need to address them as quickly as possible. For example, why is A picking at a higher rate than B at that specific moment in time? Is there a problem? How do we address that?”

Returns is a subject the supplier has focused on at its annual Voice User Group. 

Matt explains: “This is an area that is not really given the focus by operations that it requires. It is getting better, but we see a huge role for voice to improve processes. We have a voice inspection module for returns, and we are talking with several organisations about implementations in 2019.

“The key is ensuring consistency of process, making sure workers are grading the returned goods quickly and consistently. It helps for the worker to have both hands free when inspecting products.”

The voice process can also talk the worker through all stages of the check, and automatically notify the WMS of the decision regarding the stock item.

Following the Körber deal, Voiteq now has an enhanced platform for growth.

Matt concludes: “The acquisition is an ideal launchpad for Voiteq’s next phase of growth. In recent years we have successfully moved into France, Germany and North America and Körber now gives us the scale and support to build a truly global voice business.”