Retailers and Shoppers, meet your future Personalized Voice Assistant (PVA)

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Capgemini Personalized Voice Assistants (PVAs) use artificial intelligence to process natural language, search product catalog information, and review any relevant external editorial publications in order to provide on-point recommendations.

Have you ever gone to a store, been greeted by a store associate offering their help, declined with a polite “No thank you, I am just looking,” and after a few minutes of search for this special item in vain, cursed that you should have taken this person’s offer?

With the advances made by voice recognition apps that have reached human-like threshold[1], there is no reason to pass on the opportunity to use voice assistants to enhance the shopping experience and delight customers.

As 40% of consumers will use voice assistants by 2020, conversational commerce is poised to revolutionize the way we shop, according to our recent Capgemini Survey of 5,000 consumers across the US, UK, France and Germany[2]. Growth is fueled not only by consumers who appreciate smart speakers for the convenience, speed, and ability to multi-task, but also by retailers who want to scale personalization, supplement store associates, and expand aisles while occupying smaller store formats.


[1] Google voice recognition data as of 5/17/17 and refers to recognition accuracy for English language

[2] Capgemini survey; 2018; Conversational Commerce: Why consumers are embracing voice assistants in their lives

Retailers And Shoppers Meet...

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