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What will 2020 bring to conversational AI? - Sestek - ContactCenterWorld.com Blog

What will 2020 bring to conversational AI?

We saw a tremendous increase in the use of voice technologies in 2019. Conversational AI, voice recognition and NLP were among the popular technology concepts of the previous year. It is not hard to guess that the rise of voice technologies will continue in 2020. But we still  have some questions to answer: What kind of use cases will we see? Which technologies will keep their growth? In short, what will 2020 mean for voice technology? We tried to answer these questions below. Here are the seven trends that will drive voice technology in 2020.

  1. Conversational AI will be part of business strategies

Today, brands know that voice as a natural interface not only means easier transactions for customers but also higher efficiency for their operations. That is why an increasing number of businesses incorporate conversational AI technologies into their strategies, and this will continue in 2020.

Conversational AI will transform into a must-have feature from a nice-to-have innovation project. Businesses will use voice as a significant differentiator. But offering voice-based solutions will not be enough to differentiate. Customer experience will still be the underlying key factor. In other words, the ones who offer personalized voice experiences will be one step ahead of competition.

  1. Voice interface design will gain importance

Voice is the interface for anything smart. Businesses already discovered the power of voice interface. And this year they will do more to benefit from this power. Although voice-enabled technologies are hitting the mainstream, there’s room for improvement in terms of the user interface.  Users are expecting more natural dialog flows while interacting with devices.

To design effective interactions, understanding how people naturally communicate every day is important. In other words, designers need to consider the fundamentals of voice interaction and design dialog flows in a way that answers users’ high expectations.

  1. Voice commerce is here to stay

With the increasing use of conversational platforms, voice search is becoming mainstream. This new method offers practical experience for customers. Within a matter of seconds, customers can search for a product and verify their purchase by simply speaking to a voice-integrated device.

With the maturity of voice assistants and improvements in conversational technologies, 2020 will see a noticeable increase in voice commerce. Businesses will work hard to adopt this new form of commerce. They will take voice search seriously and include voice search optimization tactics in their strategies. More to do for marketing teams to explore this new channel!

  1. Voice-activated wearables will expand

Voice plays a vital role in the expansion of wearables. Voice technology transforms these devices into voice-activated ones and helps users to get the most out of these devices.

We have seen watches, earphones, headsets, fitness trackers as common wearables. With 2020, we will see new forms of wearables. Smart jewelry, such as rings, wristbands, watches, and pins, are among them. These new devices can engage with voice assistants. So, they can offer the same skills many of these assistants offer.

In 2020, increasing use of augmented reality technology will also influence the expansion of wearables. We know that Apple is working on a new AR headset. Similarly, major technology vendors are expected to enter this field by developing their own wearable devices.

  1. New platforms and applications for voice

The increasing use of voice technologies will increase the need for new platforms for voice-enabled applications. Apple is expected to launch a new platform that will enable developers to create voice-based apps for Siri.

The number of Skills and Actions for voice assistants such as Amazon Echo and Google Assistant will also increase. These features will support not only voice assistants but also new use cases, including earbuds and in-car applications.

All these developments will allow brands and third-party developers to have a presence on voice platforms. So, voice technology will continue to be an effective channel for consumer apps.

  1. We will see a content transformation

People starting to see voice assistants as parts of their daily routines and use voice search increasingly. That is why more publishers create voice-based content to engage with their target customers.

This trend is expected to continue in 2020. Content strategies include voice as a new format. And not only publishing and media companies but also popular brands will adopt this new form of content.

The increasing use of voice content will influence marketing too. We will see more examples of voice-based advertising. Voice dialog ads will be used to offer interactive marketing experiences for customers.

Conclusion

From consumer applications to enterprise solutions, voice technology has been used as a tool for transformation. By converting devices into voice-controlled systems, voice technology ensures a practical use for customers while offering self-service advantages for businesses. People are getting more used to voice-based systems, and more businesses include voice-enabled technologies in their portfolios. So, it is obvious that voice will continue to be an essential part of our lives in 2020.

Source: https://www.sestek.com/2020/01/what-will-2020-bring-to-conversational-ai/

Publish Date: January 23, 2020 5:00 AM


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