How voice tech is shaping shopper behavior – Voice (technology) is the humanization of the digital experience
Voice-assisted technology is “at the tip of the iceberg right now,” voiced at a recent NRF Shop.org conference in Las Vegas. They were there to discuss voice tech today and how it’s likely to shape the consumer behavior of tomorrow.
PTC Computer Solutions has followed the Voice Assisted Technologies (VATs) closely. There are a number of significant changes, including privacy, that are going to help move these closer to general use in both the home and the retail market.
Voice technology presents great opportunities for retailers if developed authentically. When a consumer market sector were asked about voice assistants like Amazon’s Alexa, Apple’s Siri and Google Home, they found the vast majority of consumers loved them. Voice is the “humanization of the digital experience,” was a common refrain. Brands can use voice to develop customer intimacy by scaling human connections and learning what customers think and feel. Empathy is what makes interactions authentic.
But, when it comes to implementing voice technology, “Don’t do it for the sake of technology,” PTC believes. Retailers that apply voice tech well use it as an extension to interfaces and to provide a solution to customer needs. For example, customers can order Domino’s Pizza delivery through an in-home voice assistant — this is a natural extension of ordering over the phone.
The reality is voice tech is everywhere. Finding the right moment to apply a voice-backed solution is the trick, and for Taylor, it’s in the store. So far, consumers use voice mostly for commands like asking for the weather forecast or controlling other smart home devices. But as people get used to using voice assistants, they’re increasingly asking more complex questions.
The future looks promising for voice tech — Bisceglia expects voice assistants to develop full dialogues and mimic human conversation patterns, while Sadalgi urged retailers to consider the intention behind voice commands. If context can be built into voice with the help of machine learning, “that’s a winner,” he said. Taylor sees the future of voice assistants developing in two ways: Tailoring the technology so retailers can build relationships with customers and shaping the tech to make voice search easier.
The Team of experts at PTC Computer Solutions is ready to assist with Technology for Business and the Sales & Marketing Process. We are experts and ready to help your business move forward with technologies in your business and retail worlds. If you need some assistance and guidance, contact us to set up a personal meeting. We’re happy to discuss your personal situation and offer some ideas on how you can better handle technological advances.
David WB Parker is a principal of Parker Associates of Jacksonville, Florida, marketing consultants to the real estate industry as well as the President of PTC Computer Solutions, IT Consultants and Strategists, and also an active real estate sales professional with PARFAM REALTY. Though based out of Jacksonville, Florida, David and the team at Parker Associates have worked in 17 Countries and 33 States through the years as well as 65 out of 67 counties in Florida. David can be reached at 904-607-8763 or via email firstname.lastname@example.org.