Voice technology is catching fire. According to a study by Pindrop, 28% of businesses use voice technology – such as Amazon’s Alexa or Microsoft’s Cortana voice-activated assistants – to communicate with customers and that figure will rise to 85% in the next year.
- Over two-thirds (67%) are planning to use voice-activated assistants for the majority of customer interactions.
- Nearly one in four businesses plan to use them for all interactions, reflecting a growing trust in the technology’s capabilities.
Ambitious Enterprise Voice Plans
- 94% of managers see voice technology as an important driver of customer satisfaction.
- 88% believe they’ll gain a competitive advantage.
- 57% believe it will increase operational efficiencies.
- 57% also believe it will reduce the cost of each customer transaction.
While respondents feel that voice technology will act as a boost to sales, there are also high levels of concern (80%) about the ability for businesses to keep the data acquired through voice-based technology safe.
If businesses intend to use voice technology for the majority of customer interactions in the near-future they need to make sure that this method of interaction is as secure as any other. At the moment biometric checks can be easily fooled by a synthesised voice while phone numbers that will be used to intercept virtual assistants can be spoofed. As voice-activated assistants increase in usage, attacks will follow.
Vijay Balasubramaniyan, CEO and co-founder, Pindrop