Voice Is the Next Frontier of User Experience

The argument

Voice reduces the friction between intent and action. It allows customers to communicate in the moment, in the context they are already in, while AI supplies the interpretation and response behind the interface.

The strongest early use cases are often information-based interactions: delivery status, payment timing, service questions, or the next action a customer needs to take. More consequential transactions require stronger identity, device, context, and control design.

Communicate with customers in their language, on their terms, and at the speed they want.

Transcript

How do we engage with our customers in a time-poor world? Voice has the capacity to answer in the moment. While our average typing speed is around 40 words per minute, we can speak about 200 words in the same minute. Voice is the new user experience. With voice, businesses can choose to connect with customers in the moment and in the context they are in. Behind voice is the power of AI that can answer their demands at the speed they would like. Voice-based interactions can bridge the frustrating gap that typing creates. Information-based service interactions, secure transactions using voice biometrics, and device context can create a more frictionless but secure experience. The opportunity is to build stronger customer relationships and brand loyalty by communicating with customers in their language, on their terms, and at the speed they want.