Over the years, voice commerce has become more and more popular among consumers and businesses. These days, everybody knows at least one voice commerce service, and according to joint research of Microsoft and Bing, 72% of consumers are using voice search through personal digital assistants, and 25% of consumers make purchases using a digital assistant. And while twenty-five percent might not seem as much, it clearly illustrates the change in the global community towards the adoption of voice commerce.
As an increasing number of voice commerce use cases pop up around the world, voice commerce is gaining ground as the next frontier of e-commerce. Thus, e-commerce sellers need to be aware of how to leverage this technology. That’s where VAIOT’s easy adaptable AI-based Intelligent Voice Assistant comes in. VAIOT is opening the pathway to easy adoption and an enhanced user experience for web platforms and other (online) retailers who are interested in entering the next generation of e-commerce.
In this article, we will be expanding on what voice commerce is, what the current use cases are and how VAIOT is implementing voice commerce for its clients.
What is Voice Commerce?
Voice commerce, as the name suggests, is the use of voice commands to search, explore, and purchase products or services online. You may be familiar with some of the more mainstream digital assistants like Amazon’s Alexa or Apple’s Siri. If you have never used one of these before, you are among the minority as 72% of consumers say that they have used some form of voice search through a digital assistant. With that said, these general use assistants are only capable of basic voice commerce functions.
Through the course of 2020, COVID-19 accelerated e-commerce growth more than any year we have seen in the market. Global digital commerce trends suggest that sales have seen a doubling in numbers in 2020, as compared to consistent growth of 10 to 20% in the previous years. Nobody could have predicted the high pace of online shopping adoption before the pandemic hit. What is interesting, however, is that experts predict that the shift towards e-commerce is only getting started.
By 2040, it is predicted that 95% of all shopping will happen online. This means retailers must adapt to the new digital landscape and establish an infrastructure for e-commerce selling. This will prove to be necessary to stand out from the crowd and keep ahead of the competition. Making online shopping more convenient for consumers will play a vital role in this. Voice-enabled searches are becoming immensely popular and are being widely adopted, and now, with Artificial Intelligence, the experience can be taken to an even higher level for both retailers and consumers.
Convenience is not the only benefit of Voice Commerce, other advantages include:
- Companies save time and money through the automation of customer service.
- Voice commerce shortens the sale cycle and brings the point of sales closer to its users.
- Voice assistants can analyze and recognize buyer’s shopping patterns and anticipate them.
- Finally, voice commerce presents a chance to leverage customer data to provide more personalized services, increasing customer satisfaction.
Current Use Cases of Voice Commerce
There are many use cases of voice commerce out there, we have listed some of them below.
Paragon Honda is a preowned Honda dealership located in Queens NY. The general manager and VP of Parago claimed that the notion of a car buyer going to the showroom to make a purchase was “outdated.” Most car buyers conduct online research before deciding to visit a local dealership he stated. To meet customer expectations, Paragon Honda set out to transform its customer assistance. Customers can use Google Assistant to contact the dealership or schedule service with the use of their voice.
They can also contact the dealership, book an appointment, and schedule a service. The app guides consumers through a series of voice-assisted prompts, resulting in scheduling a service appointment without having to speak with a person. Paragon’s Google Assistant integration also allows customers access to Paragon Direct, a free service to pick up, service, and return customers vehicles to their home within 24 hours — without having to visit the dealership.
Walmart offers the “Walmart Voice Order” feature, which is integrated with Google Assistant. To voice shop at Walmart, users need to connect online Walmart account to the Google Assistant account. With simply saying “Hey Google, talk to Walmart,” Google Assistant will add items directly to the customer’s Walmart Grocery cart. Google Assistant makes personalized item recommendations based on Walmart shopping history and preferences. Items are added instantly to Walmart cart and are visible immediately in the Walmart App or via a web browser.
Target’s partnership with Google Assistant allows customers to buy from Target using voice commands. Technology also provides personalized recommendations and a “quick re-order” experience based on past Target purchases.
Dunkin’ Donuts has launched mobile ordering available through Amazon Alexa. Customers who have a DD Perks account and an Amazon account can link them together in the Alexa app.
When a customer places and submits an order through Amazon Alexa, they will be asked which location they would like it to be sent to and then time their order will be ready. Guests can order from saved Favorites they have previously ordered via the Dunkin’ Mobile App. Members of Dunkin’s DD Perks Rewards program can also order drinks and food on Alexa-powered devices like the Echo smart speaker. Dunkin’ Donuts collaborate with Google Assistant. Customers can place orders through Google Assistant or reorder past purchases by voice.
VAIOT and Voice Commerce
VAIOT implements voice commerce in all business solutions through our voice-controlled AI assistant mobile app that lets users request anything from insurance contracts to legal documents. Concisely, VAIOT offers a new intelligent channel for service distribution and safe transactions by combining the skills of many different professionals into one AI assistant. Furthermore, the combination of many AI mechanisms such as natural language processing creates a new, smart channel for accessing services with a highly improved user experience.