Cyber Expo

Voice assistants to become a dominant mode of interaction

Written by Mark Evans

Capgemini’s Digital Transformation Institute has released a new report, Conversational Commerce: Why consumers are embracing voice assistants in their lives highlighting how consumers are using voice assistants and the opportunities this creates for businesses to connect with their customers.

The report, which surveyed more than 5,000 consumers in the US, UK, France and Germany, found that voice assistants will become a dominant mode of consumer interaction over the next three years, with shoppers who use the technology willing to spend five times more than they currently do via this mode of interaction.

While streaming music and seeking information remain the most popular usages for voice assistants today, over a third of respondents (35 per cent) have also used them to buy products such as groceries, homecare and clothes. Currently, 28 per cent of users have already used a voice assistant to make a payment or send money, but 44 per centof users have expressed interest in using voice assistants for banking transactions as more smart speakers enable functions such as credit card payments via voice.

Mark Taylor, Chief Experience Officer, Digital Customer Experience practice, at Capgemini said, “Voice assistants will completely revolutionize how brands and consumers interact with each other. What makes voice assistants so exciting is that they are woven into the fabric of our lives, offering a simplicity and richness of interaction that consumers have never experienced before. Brands that are able to capitalise on the huge consumer appetite around voice assistants will not only build closer relationships with their customers, but create significant growth opportunities for themselves.”