Voice search in retail: How it will impact customer experiences in the future?

By Logicserve News Desk

  • January 31, 2018,

Voice technology has come a long way and today is used by many for the ease of access and portability it offers. Smart speakers embedded with assistants like Amazon’s Alexa or Google Home have become popular because of their cutting-edge voice recognition and the ability to provide all-round personal assistance to an individual. Voice assistants don’t require multiple applications to be installed on a system, like in smartphones, to do different tasks. A voice assistant can perform almost every function a person asks for, by just listening to his speech. This is the main reason why voice technology is gaining traction and threatening the smartphone market.

Voice technology provides a way for consumers to search for what they want instantly. A spoken query allows the assistant to guess the context, intent, and the emotion behind the customer’s query which helps provide better results for the questions asked by customers. This is the main reason why voice technology is on the rise.

No wonder that Wix predicts 50% of all searches will be voice searches by 2020.

The increase in adoption of voice technology is sure to provide a better interface and also help companies better their customer experience. Here are some ways voice search will evolve customer experience in the future.

1 – Understand Intent and Context

When a user searches for anything online, there is definitely an underlying intent of that search, and it is fundamental for the search results to resonate with that intent, to satisfy the user. Voice technology is advancing mainly because tech-giants like Google have made significant advancements in improving their voice assistant’s semantic recognition and understand the intent of a user’s search better.

With the rapid development of NLP (Natural Language Processing), voice technology is becoming increasingly accurate at identifying intent and context for users’ searches.

Also with voice technology being powered by AI and IoT, the scope for progress is limitless. This is why many companies are investing in voice technology and incorporating them to gain valuable insights of the market and boost their sales and customer experience.

2 – Marketing Strategies

Marketing strategies are essential for a company to outperform its competitors. Different businesses have different core strategies that they follow in order to retain and expand their customer base.  These strategies almost always include advertisements, and voice technology is helping companies make the most out of their marketing strategies.

A person using voice search may search for a particular thing, but a company may program their AI assistant to provide results along with some other best-selling products they sell. This not only boosts sales but also helps you record data and understand which product is selling better in the market.

3 – Better Customer Experiences

With the competition growing day by day, companies are striving to provide the best customer experience they possibly can, to retain their customers, augment their bottom-lines, and boost their recommendations and reviews at the same time. Customer experience needs to evolve as the market grows and marketers need to come up with innovative and efficient strategies to stay relevant in the market.

Voice assistants powered by AI can efficiently help marketers by providing retail support. With continuous learning, assistants can gain valuable insights and help companies better serve customers.

These points prove that voice technology in retail is growing and in the future, will be used extensively to enhance customer experience.

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