Study Shows Enterprises Plan to Adopt Voice Technology
The number of businesses using voice technology to interact with customers is set to leap from 28 percent currently to 85 percent over the next year, according to a survey of IT decision-makers by Pindrop.
The study also found that more than two-thirds of business are planning to use voice assistants like Amazon Alexa and Microsoft Cortana for the majority of customer interactions, and nearly one in four plan to use them for all customer interactions. Voice technology is an important driver of customer satisfaction according to 94 percent of managers, and 88 percent believe it will give them a moderate or strong competitive advantage. Voice technology will increase operational efficiency according to 57 percent, and the same number believe it will reduce the cost of each customer transaction.