We’ve talked thus far about technological innovations that open up new possibilities for autonomous products and connected product ecosystems (from the factory to the home). We’ll now turn our attention to innovations in the ways people interact with products.
Voice provides a natural way to interact with technology.
Voice-activated systems are already well-established in customer service and customer support functions (as anyone who has tried to navigate quickly through a voice-based system to report a problem with their cable company or renew a prescription can tell you). And both Siri and Alexa have made voice-based interactions with our devices commonplace.
But a demo of Google Assistant in the Spring of 2019 revealed what the future holds for voice interactions. Specifically, Google demonstrated that, using only voice commands, one could not only place phone calls, send messages, or set a calendar reminder, but also hail a ride, rent a car, reserve an airplane ticket, and more.
Integrating Voice With IoT
First of all, voice is drastically changing how the web works. Today, e-commerce sites are built for humans. Indeed, user experience (UX) trends are helping optimize websites for human interaction. What Google Assistant demonstrates is that the days of human-centric websites are numbered. Instead, functional websites will need to be increasingly optimized for interaction with semi- or fully autonomous assistants.
This in and of itself will change the nature of customer experience and customer expectations. That is, one’s experience as a customer will have less and less to do with a personal experience and more and more to do with whether or not a virtual assistant had a good “experience”— i.e., whether or not the assistant was able to complete its task efficiently.