Voice

Is you Business Adapting to Voice?

Is your Business adapting to Voice?

somoglobal.com

“Global sales of Amazon Echo were up more than 9x over last Christmas”

“Millions sold worldwide since launch”

“Echo Dot is the best-selling, most gifted item on Amazon.com”

Amazon press release 27 Dec 2016

Amazon AlexaThe ecommerce giant is using

the Echo speaker and the personal assistant Alexa to

push the Prime service into all homes and create a bridge

online-offline

Google AssistantGoogle Assistant is now

available on Google Home and on Pixel phones. Google was the last to launch its personal assistant but has significantly more data about consumer behaviours compared to its

rivals

Apple SiriApple was the first to launch its voice assistant Siri integrated

in iOS to provide a faster access to apps and features. In 2016 Siri has been extended to

Car and TV OS and has been opened to third party apps

Rapid shift in mainstream consumer devicesHumans can speak 150 words per minute but they can type only 40

words per minute

2 May 2023 4Confidential and copyright of Somo Custom Ltd.

Technology has become conversational

1980 2010 20151970 1990 20052000

Removing frictionsGenerating engagementMaking interaction more

conversational

Command Line GUI Web Social Media Messaging Apps VoiceWeb 2.0

Voice enhances the entire customer journeyVoice removes barriers and reduce friction through digital

engagement

Awareness Consideration Purchase Service Advocacy

Improve discoverability as voice search

volume is growing fast“What is the best French restaurant

in this area?”

Make sure key product information

are accessible“How much does anew Audi A5 cost?”

Help customers to help themselves

“How much did I spend at Tescolast month withmy credit card?”

Differentiate your service to encourage

recommendation“Rate 5 stars to theArt Museum I have

just visited”

Competitive differentiation through better serving customers

Design a simple andeasy buying UX

“Add almondmilk to my Ocado

shopping list.”



Practical Contextual Precise

Source: AYTM Market Research, US voice users, June

2016;Source: Search Engine Watch,

2016Source: Campaign Magazine,

Apr 2016

New consumer behaviours are re-setting expectations

3x

Mobile voice searches are 3X more likely to be

local-based than text

92%

Voice is mainly used for practical

reasons.They include making calls, dictating text

and navigation.

Voice queries are longer and

preciseText searches are

concentrated between 1-3

words

3-5word

s

Source: Statista and Creative Strategies, 2016

Voice covers white spaces and creates new use cases

1%6%

In the Car At Home At WorkIn Public

39%51%

Where people use Voice

Voice assistants created two

completely new browsing

experiences:car and home

Voice is used in familiar and

private spaces, while hands are already in use


“The future of search is an ultimate mobile assistant that helps you with your daily life so you can focus on the things that matter”

Behshad Behzadi,Principal Engineer at Google


Search is the main growth in user behaviour

7x growth

2010 2016

Volume of voice search queriesgrew 7x since 2010

Source: Meekers 2016

One in five searches on Android devices were voice-based

in May 2016

Source: Consumer Intelligence Research estimate, Nov 16


Previous UIs showed accelerated adoption..Time to go from 10% to 90% adoption

Adop

tion

Graphical UI Multitouch UI

Voice UI ?

1983 2007 2017 Future

10%

90%

PCs30 years

Smartphones10 years

Less than10 years ?

The biggest challenge is ensuring

products are relevant to consumers,

while innovation accelerates


Current speech recognition error

rate for Google assistant, down from 25% just 2

years ago

Smart speakers sold in the US

by 2020

% of voice searches by

2020in the US

8% 21.4m 50%

Source: Google 2016 Source: Activate, 2016 Source: comScore 2016

.. and Voice shows all the signs of continuing this trend


Samsung assistant for the home

Samsung is expected to launch its own voice assistant, after the acquisition of Viv Labs in

2016, which was behind Apple's Siri.

The assistant will be designed to work with Galaxy devices and home appliances, and to be a remote control for compatible

home appliances

Capital One skills for Alexa

Capital One created a useful set of functionalities for

Alexa.

It includes commands for checking your credit card (“How much did I spend at Target last

month?”), bank accounts (“What’s my account balance?”) and auto

loan (“When is my car loan due?”)

BMW partnered with CortanaDuring the Consumer

Electronics Show 2017, BMW announced a partnership with Microsoft to use Cortana voice

assistant.

This will allow BMW owners to receive calendar reminders,

perform web searches or make restaurant reservations, while

driving

Home Financial Services Automotive

Your competitors are already using it


Xerox didn’t get Graphical UI

“The management did not care, [..] unless the

results were directly involved with photocopiers”

Larry Tessler Xerox PARC Researcher

Talking about GUI and Mouse

Microsoft didn’t get Multitouch UI

“It doesn’t appeal to business customers”

Steve Ballmer Microsoft CEO

Talking about the new iPhone in 2007

Don’t confuse “I don’t get it” with “That tech will fail”The “Next Big Innovation” is already 10 or 20 years old


From strategic insights, through data driven understanding, to product development

Being relevant to your consumers is a key driver of success

What Somo can do for you

6-12 monthsNow 2+ years1-2 years

Insights and prototyping MVP launch Full deployContinuous

improvements

Evolving technology landscapeChanging customer behaviours

Competitive disruptionCustomer

journeys and experience

Customer behaviouranalysis

Innovation and tech trends

TrainingEducation

Ongoing innovation

Product develop-

ment

Tech Enablers


Strategic Voice AuditRecommended first step…

Somo can help businesses create potential that will drive revenue through a thorough review of your business, industry and consumer behaviour understanding.

Somo differentiates itself using unique modeling techniques to identify feasible opportunities with a complete risk assessment and customer experience

mapsActivities Deliverables

1. Competitor and industry activity review2. Review of current digital touchpoints3. Analysis of potential new touchpoints for

voice 4. High level analysis of technology

environment5. Business case development

1. ROI statement2. Research review3. Customer experience map indicating

opportunities for Voice4. Recommendations and roadmap for

voice implementation5. High level technical feasibility and risk

assessment

Prepare for Voice interface, or you will not be heard

Get in touch! Other [email protected]

+44 (0)20 3397 3550 18th Floor Portland HouseBressenden PlaceVictoria, LondonSW1E 5RS

[Video] What Does 2017 Mean For Voice?

[Article] Alexa, what were the key trends at CES 2017?

mailto:[email protected]

http://content.somoglobal.com/voice-2017

http://blog.somoglobal.com/alexa-what-were-the-key-trends-at-ces-2017




Voice

Technology

Transcript of Voice