CRI Report - Voice Assist in Auto

In-car voice assistants have been around since 2004 – a decade before Amazon launched Alexa. From playing music to directions, the in-car voice assistant can be useful but, as more conversational interfaces become available, consumers are noticing that the automotive assistants seem trapped in the slow lane.

According to the Capgemini Research Institute’s Voice assistants in automotive report, voice is becoming the preferred medium for shopping, over direct visits to stores or ordering online, and 37% of consumers are willing to pay a premium or a monthly fee for a voice subscription in their cars. The research also shows automotive companies overestimate their voice capabilities.

Learn how to take advantage of the voice opportunity to improve the customer experience.

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Three areas of focus for automotive companies:

Anchor

Educate users to improve recommendations
Address privacy concerns by being transparent
Earn trust by making the experience seamless

Customize

Test features at a granular level and for each micro-segment
Provide consumers customization options
Develop contextual relevance over time through analytics

Expand

Integrate in-car and at-home functionalities
Build partner ecosystems to offer more services
Focus on delivering a superior experience

Voice Assistance in Automotives

62%

Consumers who prefer to use a single integrated voice service across their vehicle, home, and mobile

95%

Number of consumers who would use voice assistants to access information in their cars three years from now

60%

Number of consumers that say automotive companies need to improve the experience of using voice assistants