The growth of voice assistants such as Apple’s Siri, Amazon’s Alexa, Google Assistant and Microsoft’s Cortana; has been accelerating in the past year and the rise is gathering pace.
The use of assistants began on smartphones and has been boosted by standalone devices including Amazon Echo, Google Home and the forthcoming Apple HomePod, which is expected to sell almost 4 million units this year from its February launch, giving it a 10% market share according to Strategy Analytics.
A new report this week from Capgemini called “Conversational Commerce: Why Consumers Are Embracing Voice Assistants in Their Lives,” reveals the potential for voice assistants for businesses to connect with their customers.
The report surveyed more than 5,000 consumers in the US, UK, France and Germany, and found that voice assistants will become a dominant way for consumers to interact with businesses over the next three years.
It says that today around a quarter (24%) of respondents would rather use a voice assistant than a website. However, in the next three years, this figure will rise to 40%. Close to a third – 31% – said they will prefer a voice assistant interaction to visiting a shop or a bank branch, compared to 20% today.
Buying via a voice assistant is 3% of total consumer expenditure but this is expected to rise to 18% in the next 3 years. In the same period, physical spending in stores will reduce to 45% and buying through websites will ease to 37% of total spend.
A third of respondents have used a voice assistant to buy clothes, groceries and homecare items; and 28% have made payments or send money this way.
So why are people loving voice assistants?
Capgemini’s report shows that satisfaction among voice assistant users is 71% with convenience, the ability to be hands-free and automating routine shopping tasks, the biggest advantages.
Those aged 33-45 and earning 6-figure incomes are among the most frequent users of voice assistants.
And if you chose to use a voice assistant as part of your customer experience there are added benefits as 37% said they would share a positive experience with friends and family and consumers are willing to spend 5% more with a brand after a positive voice assistant experience.
Read the full report.
Originally published at https://communicationgeneration.co.uk/voice-assistant-revolution-gathers-pace