This year amazon prime day sales were the highest in Amazon history. Fire Stick with Alexa voice control and Echo dot were the biggest sellers. Day also witnessed huge sales for Echo devices with screens, Echo Show and Echo Spot.
In an independent survey, it was found that people who bought these devices — 59% were existing Alexa customers.
Apart from Amazon increasing revenues and making it second largest organization in terms of market capitalization, it also reflects the growing affinity of consumers towards voice enabled devices. Consumers are increasingly using voice assistants for a variety of tasks. As per some recent reports, there are more than 40000 tasks which are currently available in Alexa.
One of the big winners is the retail related segment as more and more activities around shopping are happening over voice. Food & drinks, apparels, groceries, lifestyle products, travel and transport are few of the segments which are making the inroads, thereby creating a new ecosystem of Conversational Commerce.
Voice enabled devices like Amazon Alexa, Google Home, is becoming new touch point for consumers to shop and buy. Consumers are slowly moving away from website and mobile app. In a survey by Capgemini, it was revealed, 40% consumers will use a voice assistant, three years from now and about 50% consumers would like to check delivery status of their orders.
Apart from providing convenience, there are various factors which is driving this. The devices are able to have conversation is more contextual, is able mimic a human voice, is fast and relevant and more importantly have better diction and clarity of voice.
As more more companies join the bandwagon, things will only improve. Proof of the pudding is when voice enabled devices are able to contribute to the engagement and omni channel experience. Nothing more satisfying for the company when they would see this new channel is able to attract and retain consumers. Hence sellers should not sell for sake of it, but ensure that these tiny little devices become an engaging medium. Harness customer insights — their usage patters, preferences, past history, demographics etc. Considering that there are places where language accent and diction changes every few miles, it is important to provide localization with respect to region and geography. Finally, system should not work in silos, if the order process is easy and quick, delivery should complement it. Entire ecosystem should be able to support the commerce and add to the experience.
We all know the impact the voice assistants are creating in the market. More and more traditional human interactions are being replaced with voice assistants — customer support/call centers, sales people in the store, check-out counters, tele-callers, and help desk are few of them.
This week Google in their Cloud Next event in San Francisco announced a new enterprise contact centre solution ~ Contact Centre AI. They showed a demo in collaboration with eBay and Genesys — there is a customer having an real human like conversation with an automated bot for customer support activities. Unlike Google Duplex, which was shown in Google I/O couple of months back, this time the conversation was missing the extra flavors ‘uhmm uhmm’, and was more to the point.
In the end it is about providing a seamless and engaging experience compared to what user is currently experiencing. These voice enabled services will cover the entire gamut of customer journey that include not only on-boarding journey where customer is able to order products, make changes, track status but can also provide after sales service.
Pheww…Alexa!!! Buy me a drink