Voice technology adoption will skyrocket—but only if performance keeps up paid AppDynamics
That was frustrating. Sadly, consumer interactions with voice assistants are more error-prone than not. Text dictated through a voice command, for example, yields an error 67% of the time, according to the AppDynamics survey.
And these issues aren’t lost on IT teams, who are fully aware of the poor user experience. In fact, of the IT teams currently investing in voice, 57% say that ensuring that voice recognition is accurate is their biggest challenge. Additional challenges include:● Making it easy for consumers to set up Users want accurate responses to their queries, that’s pretty obvious. But more importantly, the AI behind voice assistants must also be able to identify exact user needs and surface the most accurate andinformation. For example, if I’m based in San Francisco and ask for directions to the nearest McDonalds location, I would expect my voice assistant to gauge “nearest” based on my geolocation.When we have conversations with people, we don’t wait to hear responses. The conversation flows at a natural pace, with no lag or long pauses. When consumers interact with voice assistants, they expect that same experience. For organizations investing in voice technology, the challenge is to not only find the response in a split second, but to make sure it travels from servers to the device in less than a few milliseconds.With voice, consumers expect to achieve their desired outcome with just one command or query. Unlike mobile and browser, which often require a multi-step journey to reach a desired outcome, voice UX must get it right in one step.So, what can IT leaders take charge of now to improve the voice experience? For starters, organizations need to start thinking about the challenges they will run into as traffic from voice assistants grows. In addition to adding voice to the mix of channels they must maintain, they’ll also need to understand how to measure the accuracy and speed of the user experience since browser, mobile, and voice each serve different customer experiences and expectations. Consider Amazon, for example, and the different channels in which consumers interact with their platform to purchase a product. On a browser, consumers are dealing with a varied multi-step journey, with many options to search, view, and learn about products. On a mobile device, the steps to purchase are reduced significantly to just two steps - one step to search for the product and a 1-click “Buy Now” option that automatically uses your default shipping address and payment information. Then there’s voice, where you can now ask Alexa to “reorder laundry detergent” and voila - it’s done. By understanding these customer journeys by platform, IT organizations can measure if the user flows are matching their expectations and meeting their bar for customer experience, and if it’s not, optimize the journeys accordingly. For example, if you’re a retailer who’s seeing an increase in bike sales through browser and mobile, while voice is experiencing a decline, monitoring these customer journeys can help inform where the issue or disconnect is. Because voice assistant technology is powered by AI - and AI takes automatic actions based off certain patterns - without the data on user paths, conversions, engagement, geographical differences, volume, and performance across these parameters, it will be hard to ever get voice UX right. IT organizations are working hard to provide a great user experience that’s both responsive and accurate, and as technologies continue to evolve, I’m confident that voice user experience will advance with it.Anupam Jindal manages Mobile and IoT products at AppDynamics. He has been developing and managing strategic direction of growth products for over 7 years in B2C, B2B and B2B2C markets. AJ is passionate about disruptive technologie...
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