Article summary

Posted by Melda Research on May 23rd, 2019

The article by Lisa Morgan focuses on why businesses need to think about voice interface. In business, voice interface tends to offer opportunities for developing close relationships with customers based on a deeper understanding of the clients. Research shows that 40% of 5000 clients interviewed in a study would consider using voice assistant rather than a mobile app or a website. With the use of voice assistance, it tends to improve the net promoter scores by 19% (Morgan, 2018). Rather than users having to navigate through the websites, they will need only to ask a question or even issue a command. Therefore, it is essential that businesses should understand the significance of the voice channels as they will be able to change the experience of customers in ways that have never been seen.

Despite the benefits associated with a voice interface, it has the problem of limited understanding of the human speech. Thus, businesses should ensure that they have branded presence in voice channels and determine the tone that will be used for the brand.  Businesses usually win and also lose the market share based on the customer experience that they offer. With the voice interface, it will make a major difference for businesses in the fact that it will help in translating human thought into meaningful information and create a deeper customer relationship.

The article is relevant to business as it shows how brands can use this new information technology to improve the experience of customers. It does create a great opportunity for businesses to set new standards for creating better customer experiences.

Reference

Morgan, L (2018). Why Businesses Must Think About Voice Interfaces, Now. 

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