Conversational assistants: Embracing the power of the consumer voice

Conversational assistants are here to stay, making everything from boiling an egg to submitting a payment that much easier. Organizations are also adopting and rolling out chat assistants to streamline customer service operations or to get a consumer to the purchase point by providing store, pricing, and product details along the purchase journey.

And consumers expect more of them day by day.

Consumers are building a strong relationship with these interfaces, so they represent an unprecedented opportunity for brands to humanize – at scale – the relationships they have with their consumers.

But do organizations have the customer centricity and organizational capabilities necessary to deploy these technologies successfully?

Are companies ready to deliver?

Consumers seem to be sold on conversational interfaces. If organizations want to leverage this growth, they must strike a balance between human and robotic interactions. A brand’s conversational assistant should focus on gaining trust by solving consumer pain points and being contextually relevant.

In the new report from the Capgemini Research Institute, Smart talk: How organizations and consumers are embracing voice and chat assistants, Capgemini talked to over 12,000 consumers who’ve used and continue to use voice and/or chat assistants and to 1,000 executives from consumer-products, retail, financial-services, and automotive companies, including pure-play digital players.

In this report, we look at:

  1. How consumer appetite for conversational interfaces is growing and how organizations are reacting to this
  1. How voice is emerging as the preferred medium of interaction in many parts of the consumer journey
  1. The myriad benefits that companies are reaping from voice and chat assistants
  1. How organizations should think about implementing conversational interfaces to give themselves the best chance of driving growth and return.

Conversational assistants hold the key to building deeper and more valuable relationships with customers. But there’s more to it than simply employing a new technology. The secret is delivering a superlative customer experience over and over again. After all, people matter…

Download the report to learn more.

Thank you for your interest in Capgemini. A copy of the report will be emailed to you shortly.

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