I read an interesting statement that said, 'since the iPad was developed more older people are using email than ever before'. The simple change of being able to send emails through an iPad instead of a computer, which a lot of older people may find too difficult, can really mean access to a platform with less friction, can have an enormous effect on an existing underlying technology or service - such as email that most of us take for granted.
When we then add this approach to the context of being able to verbally request actions to be done by means of voice, through using technology such as Google Home, Amazon Echo and others (using voice recognition, sentiment analysis, AI and machine learning technology), this is really going to change the way we interact with technology.
In the science fiction film - Space Odyssey with HAL (Heuristically programmed ALgorithmic computer) we see the computer that can use voice and sentiment to manage the space ship Discovery One. This seems a lot less far fetched today when we can use voice on our phones to do all sorts of actions for us. With the advent of driver-less cars nearly on our doorsteps, perhaps voice may become the preferred option of giving details where one wants to travel. Have you ever asked Siri to message home to say you are running late, whilst driving?
You already can order your Uber cab using Alexa or Amazon Echo. In the banking sector, Capital One and American Express are the financial institution that dared to start offering voice features, to allow for various transactions or information or payment related questions to be responded to.
When we look at chatbots, the ability for human call centres to be partly automated for many areas that voice technology and AI can help respond to, the question is: 'should banks not be taking this more seriously?'
Banks need to look at what their millennial customers expectations are. They no longer can design their services and offering around what they want to sell. The biggest asset banks have is the customers detailed data on spending, their lifestyle, their interests and how much money they earn and spend every months and every day.
The Banks should be looking at building their futures through the eyes of their customers and stop thinking like institutions.
Many banks would probably look at voice, say its a fad and feel they need to focus on digital.. the reality is that voice is becoming the new digital as people want to live their lives with less friction.
From an everis viewpoint we have developed our own cognitive solution to provide a better user experience, help reduce operational costs and support customer insights. This allows us to design conversational flows, a more fluid and natural User Experience supported by computational linguist teams who monitors the Chabot to include new contents, procedures and processes. These also align with our Natural Language UI Design Teams. This coordinated approach allows us to provide relevant experiences to our clients through mobile applications, web, IVRs (Interactive Voice Response) or IM (Instant Messaging) services such as Skype, Slack and Telegram.
“Voice assistants such as Google Assistant, Amazon’s Alexa, and Apple’s Siri, will revolutionize how consumers and brands interact in ways not witnessed since the dawn of e-Commerce. It is so much more than a new interface or an additional channel in an omni-channel world. It promises to be a curator of services and experiences that intelligently meet needs and engage consumers emotionally—anytime, anywhere.” In fact, the research states that within 3 years 40% of consumers will use voice assistants rather than a website or app (compared to 24% today), and 31% will use a voice device instead of visiting a store or a branch (compared to 20% today). There is little doubt that voice-first devices will enable a new way to build and extend relationships. The question is whether marketers are prepared for this massive shift in how consumers interact