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Voice assistants set to revolutionize commerce and become a dominant mode of consumer interaction in the next three yearsNEW YORK and PARIS, Jan. 11, 2018 /PRNewswire/ -- Capgemini's Digital Transformation Institute has today released a new report titled, "Conversational Commerce: Why Consumers Are Embracing Voice Assistants in Their Lives," which highlights how consumers are using voice assistants and the opportunities this creates for businesses to connect with their customers. The report, which surveyed more than 5,000 consumers in the U.S., UK, France and Germany, found that voice assistants will become a dominant mode of consumer interaction over the next three years, with shoppers who use the technology willing to spend 500 percent more than they currently do via this mode of interaction. Voice assistants will revolutionize ecommerce Voice assistant users are currently spending three percent of their total consumer expenditure via voice assistants, but this is expected to increase to 18 percent in the next three years, reducing share of physical stores (45 percent) and websites (37 percent). While streaming music and seeking information remain the most popular usages for voice assistants today, over a third of respondents (35 percent) have also used them to buy products such as groceries, homecare and clothes. Currently, 28 percent of users have already used a voice assistant to make a payment or send money, but 44 percent of users have expressed interest in using voice assistants for banking transactions as more smart speakers enable functions such as credit card payments via voice. Consumer are highly satisfied by the voice assistant experience The ability for the voice assistant to understand their human user is also critical; 81 percent of users want the voice assistant to understand their diction and accent. The report also revealed that voice assistants are most popular among 33-45 year olds, while close to one in five (17 percent) have an annual pre-tax household income of more than $100K. Voice assistants will yield concrete benefits for retailers and brands Mark Taylor, Chief Experience Officer, Digital Customer Experience practice, at Capgemini said, "Voice assistants will completely revolutionize how brands and consumers interact with each other. What makes voice assistants so exciting is that they are woven into the fabric of our lives, offering a simplicity and richness of interaction that consumers have never experienced before. Brands that are able to capitalize on the huge consumer appetite around voice assistants will not only build closer relationships with their customers, but create significant growth opportunities for themselves." Research Methodology A copy of the report can be downloaded here. About Capgemini Visit us at www.capgemini.com. People matter, results count. About the Digital Transformation Institute
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