Earlier this month, Jason Fields, Voicify Chief Strategy Officer, shared his presentation Real-World Examples in Voice with the Voice Talks audience. In it, Jason covers a few of the latest voice and conversational AI trends before pivoting to a series of practical use cases demonstrating how a few extremely well-known brands create value for their customers with conversational experiences.
Today, we thought we’d share a few of the key takeaways from the presentation and provide Jason’s slides and a recording of the event. Of course, if you have additional questions about voice and conversational AI platforms, we’d love to connect.
Trends in Voice: The plot thickens
Today, the voice story still has three leading roles: Amazon Alexa, Google Assistant, and Bixby. But the plot is quickly expanding to include so much more. The initial voice app wave laid the groundwork with relatively simple brand experiences in walled-garden ecosystems. Now organizations imagine far more valuable conversational customer engagement driven by domain-trained AI, custom voices, multimedia, and far deeper logic.
On the back end, requirements are also growing. Ongoing management, privacy, data protection, authenticated experiences, and integration with legacy business systems are driving more and more brands toward the build once, deploy anywhere custom voice assistant strategy enabled by a conversational AI platform like Voicify.
In terms of adoption, there are clear leaders. A recent study* asked leaders from many enterprise organizations if they were actively adopting voice or conversational AI. The highest positive response came from:
- 78% – IoT
- 73% – QSR
- 72% – Retail
- 69% – Telecom
- 66% – Financial Services
- 59% – Hospitality
- 56% – Transportation
- 56% – Media
This study also looked at how organizations create value with voice assistants. This slightly longer list of self-reported results included:
- 83% – Convenience & speed
- 77% – Improved customer support
- 74% – Control brand identity and experience
- 73% – Operational efficiencies
- 71% – Increased loyalty
- 67% – Staying competitive
- 64% – Hygiene & safety
- 59% – Digital commerce
- 56% – Cost savings
- 56% – Revenue generation
Real-World Examples in Voice: Unpacking the case studies
At Voicify, we most commonly see these value propositions rolled up to four general entry points for our prospects and clients. Advertising, experiential, product extensions, and service layer extensions.
Jason’s presentation walks through a series of case studies outlining how very well-known brands are leveraging voice and conversational experiences to create value in these categories and further analysis of the mechanics of each. These include Garnier, Nike, Coca-Cola, Wild Turkey, Wolverine, Zyrtec, and Bank of America.
Finally, Jason shares a few valuable learnings from the last few years of leadership in the industry. First, he provided valuable insight into getting started with voice, a customer-centric conversational strategy.
Among other valuable insights, Jason shared the output of a journey-mapping exercise that visualizes when and how conversational voice touchpoints can move the needle in a meaningful way for both the customer and the brand as part of a broader, intentionally managed customer experience.
Other takeaways discussed in this presentation include:
- How conversational engagement supplements and complements other digital touchpoints.
- The value in thinking big but starting small.
- Different ways to think about how a voice experience fits with an overall brand experience.
- The role of data and analytics in conversational voice experiences.
Check it out:
*OpusResearch Feb 21
