Capgemini predicts voice assistant revolution
Voice assistants will become the dominant mode of consumer interaction for businesses in the next three years, according to Capgemini report titled, “Conversational Commerce:Why Consumers Are Embracing Voice Assistants in Their Lives. This surveyed more than 5,000 consumers in the US, UK, France and Germany and found that shoppers who use the technology are willing to spend 500% more than they currently do via this mode of interaction.
According to the UK set of results, 16% of respondents would rather use a voice assistant than a website, although in the next three years this figure will rise to 37. Users are currently spending 2% of their total consumer expenditure via voice assistants - this will increase to 17% in the next three years, reducing share of physical stores (42%) and websites (42%). 23% of respondents have used the technology to buy products such as groceries, homecare and clothes.
Mark Taylor, Chief Experience Officer, Digital Customer Experience practice, at Capgemini, says: “Voice assistants will completely revolutionise how brands and consumers interact with eachother. 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.”