According to Capgemini’s Digital Transformation Institute, consumer interaction with voice assistants such as Amazon Echo and Google Home is set to increase six-fold in the next three years. Of the 5,000 respondents in the study, 24% said that they would rather use a voice assistant than a website and this figure will rise to 40% in the next three years.
- 31% said they will prefer a voice assistant interaction to visiting a shop or a bank branch, compared to 20% today.
- Users are currently spending 3% of their total consumer expenditure via voice assistants, but this is expected to increase to 18% in the next three years.
- Streaming music and seeking information are the most popular uses for voice assistants today, but over a third (35%) have also used them to buy products such as groceries, homecare and clothes.
- 28% have used a voice assistant to make a payment or send money, but 44% of users have expressed interest in using voice assistants for banking transactions as more smart speakers enable functions such as credit card payments via voice.
Brands that are able to capitalize on the huge consumer appetite around voice assistants will not only build closer relationships with their customers, but create significant growth opportunities for themselves.
Mark Taylor, Chief Experience Officer, Digital Customer Experience practice, at Capgemini