Voice technology is being introduced en masse and is changing the way brands interact with their customers.
58% of consumers say they are more likely to try a brand that incorporates voice technology into customer service
VANCOUVER, British Columbia, Oct. 8, 2024–(BUSINESS WIRE)–TELUS Digital Experience (TELUS Digital), a company dedicated to building lasting customer experiences through data, technology and services (NYSE and TSX) A new study from TIXT shows that the use of voice technology is being widely adopted by consumers both at home and at work. From voice assistants on their smartphones to smart speakers in their homes that answer questions and tell them the weather, 81% of Americans use voice technology daily or weekly, and 68% have increased their usage in the past year. is increasing.
Voice technology powered by AI has reached a tipping point. 36% of consumers started using voice technology two to five years ago, but interest is accelerating. 25% of Americans surveyed said they tried voice technology for the first time just last month. These findings highlight the growing importance of voice technology across the customer journey, from initial engagement with a brand to driving long-term retention and satisfaction (CSAT).
Advances in generative AI (GenAI) have advanced voice technology, improved interactions with virtual agents, and powered next-generation experiences that give brands a competitive edge. Specifically, 58% of respondents said that incorporating voice technology into their customer engagement channels would motivate them to try a brand. This means that nearly 69% of consumers had a positive first experience with voice technology and continue using it, while only 6% had a negative first experience and have not used it since. This is supported by the fact that there is.
“To take full advantage of advances in voice technology such as Apple Intelligence and Google AI over the coming year, every consumer app and website will need to be reimagined with AI-powered voice and multimodal interfaces. There will be,” said company president Tobias Dengel. He is an employee of TELUS Digital Solutions and the author of The Sound of the Future: The Coming Age of Voice Technology. “We believe multimodal experiences that combine voice, visual, and touch input are the future of how people interact with technology. We also believe that multimodal experiences that combine voice, visual, and touch input are the future of how people interact with technology. Our findings show that people increasingly want intuitive methods.”
The top reasons consumers say they use voice technology are:
Speed and efficiency: 35% say speaking is faster than typing
Convenience: 31% find voice commands easier than navigating menus.
Multitasking: 30% say voice technology allows them to perform other tasks at the same time
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Here’s how respondents are using voice technology:
Personal use only: 56% use voice technology only for personal tasks
Both work and personal: 33% use voice technology in both environments
Use only for work: 11% say they only use voice technology for work
The main applications of voice technology include:
Personal life: daily tasks (66%), communication (66%), information search (55%)
In work life: email, messaging, content creation speech-to-text (44%), information retrieval (37%), administrative tasks (32%)
Consumer dissatisfaction with voice technology
Americans embrace voice technology primarily for its speed and efficiency, so it’s no wonder the study found that their patience is wearing thin when things go wrong. Many consumers have encountered the error. 65% say their voice assistant misunderstands a command, a third (33%) say it incorrectly executes a command, and more than a quarter (27%) say they receive incorrect information. 41% admitted to yelling at their voice assistant when an error occurred, and 30% even used profanity or an expletive.
When consumers are rude to voice technology, they say it’s because they need a quick fix. Almost a third (30%) of consumers surveyed said they would use profanity by speaking up or using self-service tools like chatbots to de-escalate issues more quickly. I have used it before. Conversely, the majority of Americans (62%) try to be polite and regularly say “please,” “thank you,” and “you’re welcome” during interactions with voice technology; 29% I even apologized for being rude. .
Improved voice technology
Consumers pointed to several key areas for improvement that could increase their use of tools and devices that incorporate voice technology.
53% say they want answers to be more accurate
46% say speech technology needs to better understand and interpret accents and dialects.
41% want faster response times
41% want improved security features and more privacy controls
Addressing improvements in these key areas requires close collaboration with key technology partners with specific voice technology expertise. By working with the right partner, businesses can focus on implementing the advances that consumers value most, ensuring their voice solutions are responsive, personalized, and secure. This partnership-driven approach is essential to creating customized voice technology apps, websites, and services that drive customer engagement and give brands a competitive edge in a rapidly evolving marketplace.
Ready to improve your brand’s voice experience? TELUS Digital’s multidisciplinary approach to voice technology combines the talent and deep expertise of our award-winning AI, design, strategy, and engineering teams. Our end-to-end services include voice case identification, conversational UI design, voice technology tool selection, voice integration including voice recognition, natural language processing (NLP), and various APIs. Through our proprietary Ground Truth Studio AI data platform, we also provide fully managed, large-scale, multilingual audio datasets through data collection and annotation, deep transcription, and fine-tuning capabilities that enhance the performance of audio models in specialized areas. It also provides the creation of. Please contact us at telusdigital.com/contact.
Research Methodology: Findings are based on a Pollfish survey conducted in August 2024 and included responses from 1,000 voice technology-savvy men and women aged 18 and older living in the United States.
About TELUS Digital
TELUS Digital (formerly TELUS International) (NYSE & TSX: TIXT) creates unique and lasting experiences for customers and employees, creating future-proof digital transformations that stand the test of time. We are the brand behind the brand. Our global team members are passionate ambassadors for our clients’ products and services, and our visionary technology experts help improve end customer journeys, solve business challenges, and reduce risk. , is resolute in our pursuit of driving continuous innovation. Our portfolio of capabilities includes digital IT services such as cloud solutions and AI-powered automation, reliability and safety services, AI data solutions including computer vision expertise, and digital customer support including front-end digital design and consulting. Across experiences and digital solutions. service. Fuel iX is a unique GenAI engine at the heart of TELUS Digital’s innovation, enabling companies to quickly, safely and responsibly turn GenAI pilots into working prototypes and large-scale production across multiple environments, applications, and clouds. We will help you move forward.
Driven by purpose, TELUS Digital leverages technology, human ingenuity and compassion to drive extraordinary results and build inclusive and thriving communities in the communities where we operate around the world. We take a responsible approach to the transformational technologies we develop and deploy, based on human-centered principles and proactively considering and addressing the broader impacts of our work. For more information, please visit telusdigital.com.
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