The downside of voice assistance
While a huge majority of consumers are satisfied with their voice assistants, weaknesses appear when looking across devices. Assistants on smartphones have the lowest consumer satisfaction rate, according to the latest PwC research, with consumers frustrated with an apparent lack of understanding, reliability, and accuracy of such platforms when compared directly to standalone speakers like Alexa.
Close to one-fifth of consumers familiar with voice technology have never used a voice assistant and half of those, have no interest in using one either. Privacy is an issue here.
“If when I was dealing with more sensitive information [like credit card numbers or payments] it only responded to my voice, that would be one thing,” says one respondent. “But anybody could get on and access that information with or without the sound of my voice. It’s unsafe.”
“As voice assistants become more pervasive, they should aim to meet certain criteria with every task,” says PwC. “At bare minimum, consumers expect their voice assistants to”:
• Be correct/accurate/consistent (73% of respondents agree)
• Understand the accent/diction every time someone speaks (61%)
• Save time (59%)
• Tell the difference between multiple voices (57%)
• Help make life easier (55%)
“Consumers see voice assistants as the smarter, faster, and easier way to perform everyday activities. Yet, for more serious situations involving money (shopping, refund on an airline ticket, etc), consumers prefer what they already know and trust – at least for now,” says PwC.