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Tuesday, October 30, 2018

Voice Tools vs Chatbots

Still need more work in understanding and relating to changing context in human machine interaction.

In Chiefmarketer:  by Julia Stead

 A few years ago, industry experts predicted that text-based chatbots were the next big thing in automated sales and service. While they correctly envisioned consumers often utilizing the feature, they could not foresee the rapid advancement in AI-powered voice tools, let alone how quickly folks would come to love them. Marketers in categories like automotive, insurance and finance — which require high-stakes buying decisions — cannot afford to ignore the shift in consumer demand for smart, voice assistants.

Voice assistants like Amazon Alexa and Google Assistant have become a regular part of life with 65 percent of 25-to-49-year-olds already speaking to them via a smart device at least once per day. At the same time, 60 percent of consumers say chatbots are not more convenient to use than talking with a person.

The cross-channel voice era is upon us, as 54 percent of people already prefer customer service that strikes a balance between AI and human interaction. Voice tools, or “skills” in Amazon Alexa’s vernacular, will soon work in concert with one-to-one conversations between customers and agents, and the days of tapping at a keyboard to schedule a test drive, get an insurance quote or apply for a credit card will be all but over.

Alexa, Let’s Set Up a Test Drive

Researching cars is a superb use case for an increasingly voice-activated future. A virtual assistant is a convenient way to learn more about makes and models while removing the pressure and trepidation of interacting with an overly eager salesperson on the lot.  ... " ... '

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