According to Capgemini’s Digital Transformation Institute, consumer interaction with voice assistants such as Amazon Echo and Google Home is set to increase six-fold in the next three years. Of the 5,000 respondents in the study, 24% said that they would rather use a voice assistant than a website and this figure will rise to 40% in the next three years.
- 31% said they will prefer a voice assistant interaction to visiting a shop or a bank branch, compared to 20% today.
- Users are currently spending 3% of their total consumer expenditure via voice assistants, but this is expected to increase to 18% in the next three years.
- Streaming music and seeking information are the most popular uses for voice assistants today, but over a third (35%) have also used them to buy products such as groceries, homecare and clothes.
- 28% have used a voice assistant to make a payment or send money, but 44% of users have expressed interest in using voice assistants for banking transactions as more smart speakers enable functions such as credit card payments via voice.