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Invoca Study Finds People are Talking More and Typing Less as Voice Technology ProliferatesSANTA BARBARA, Calif., Nov. 16, 2017 /PRNewswire/ -- With more people going mobile-only and voice assistant usage expected to grow by 130% this year, we're entering a new era of communication where people are talking instead of typing. This shift, and the implications on the customer experience, are detailed in "The Rise of Voice," a new report by Invoca that highlights data from a survey of 1,000 U.S. adults who own in-home voice assistant devices, in addition to insights from over 50 million calls routed through Invoca's platform over the past year. Voice device use is increasing rapidly — 45 million voice-assisted devices are now in use in U.S. homes, according to eMarketer — and people are using their voices to do more overall. Invoca's consumer survey found that 58 percent are using voice to accomplish tasks they used to do through typing or swiping, and one in four people said they are calling businesses more often. Invoca's analysis of 66 million calls also affirms the rise of voice: the company's platform data showed a 33 percent increase in the average number of calls per customer, per year, from 2014 to 2016. "With the rise of voice, today's customer experience is undergoing a massive shift, much like it did when smartphones took hold a decade ago," said Gregg Johnson, CEO of Invoca. "From acquiring new customers and engaging with repeat buyers, to providing better customer support, there's an incredible amount of opportunity for businesses to drive more value from voice. For example, think about using AI to automatically understand buyer intent during a conversation, and then apply it in real-time to connect someone with the right representative or deliver a personalized offer." "Voice is going to give rise to a whole host of data and intelligence that we can't even conceive of today. It will transform the customer experience, which is exciting to think about as a marketer," said Russell Bangert, Director of Digital Marketing at DISH. "Everyone wants to go to their favorite online store and have an experience that's made specifically for them. With innovations in voice and AI, this kind of personalized experience will become a reality for voice conversations between businesses and thei customers." "The intersection of voice and AI is giving rise to a whole new category of data that can be applied to every aspect of the customer experience - from marketing and sales to customer support," said Steve Loughlin, Partner at Accel. "We're incredibly excited about the opportunity this brings to companies like Invoca that are helping brands drive more revenue from conversations." The Rise of Voice report shows that voice assistant interactions are influencing purchase decisions: 73 percent of people who own a voice-activated device have bought something directly through the device. Additionally, consumers still want to talk to a live company representative when they have complicated or personalized questions, and they seek a seamless phone call connection from their voice assistant to a person. In addition to consumer survey findings, Invoca's report highlights proprietary data from Invoca's platform regarding call trends and advice for marketers navigating the new voice ecosystem. Key findings from the report include: As voice assistants grow, people use their voices more.
Voice is the new user interface and purchase influencer.
Human conversation still matters.
The next era of calls to business
To view the complete report detailing the findings of the study visit http://go.invoca.com/ebook-lp-the-rise-of-voice.html About Invoca
View original content:http://www.prnewswire.com/news-releases/invoca-study-finds-people-are-talking-more-and-typing-less-as-voice-technology-proliferates-300558027.html SOURCE Invoca |