How Organizations and Consumers are Embracing Voice and Chat Assistants

Capgemini study: despite 76% of companies having realized quantifiable benefits from voice or chat assistants, businesses need to focus on better meeting customer needs to realize the true potential. Benefits included a more than 20% reduction in customer service cost, and a more than 20% increase of consumers using digital assistants. However, while the business and user advantages are widely understood, the report found that actual roll out is lagging behind enthusiasm and demand.

Consumers increasing preference: prefer to interact with bots especially when it comes to researching products, learning about new services or following up on post-purchase customer service queries. Nearly 70% say they will progressively replace visits to a store or bank with their voice assistant within three years’ time.

Very recent adoption: the new study demonstrates the pace of change over the last 12-24 months: 40% of those now using voice assistants have started doing so in the last year.

Not widely adopted, yet: according to the study’s findings, fewer than 50% of the top 100 players in automotive, consumer products and retail, and banking and insurance have voice assistants, and the same is true of chat.

Allows multi-tasking: over two-thirds (68%) of consumers said a voice assistant allows for multi-tasking and accomplishing tasks hands-free.

Critical success factors: for organizations to leverage this growing consumer appetite for conversational interfaces, the right balance between human and robotic interactions needs to be designed.

Unilever case: they did not look at conversational interfaces as a cure for all the problems, but instead to use them to augment human intelligence. Voice or chat bots can communicate with multiple people simultaneously. They therefore help in reducing the amount of stress and strain on human agents who are responding. These interfaces eliminate anywhere between 20% and 30% of issues reaching the human agents because they are answered then and there. And even when the issue is guided to a human being, it is a lot more focused.