Up to 84% of businesses are expected to use voice technology to communicate with their customers, according to a survey published by Pindrop, a voice security and authentication firm.
Currently 28% of businesses have adopted voice technology to interact with their customers. Within two years, the number could rise to 94%, Pindrop predicts.
The survey shows 94% of IT managers think voice technology could be an important driver for customer satisfaction; 88% believes it can deliver a competitive advantage; and 57% says the technology can reduce the cost of customer transactions.
Furthermore, 67% of businesses plan to use voice technology for the majority of their customer interactions; while nearly 25% want to use it for all interactions.
Although Amazon’s voice assistant Alexa is dominating the consumer market, businesses are using other voice assistant more.
According to the survey, 78% of businesses want to invest in Microsoft Cortana and Google Assistant, while Amazon Alexa received 77% of votes, followed by IBM Watson’s 69%, Apple Siri’s 68% and Samsung Bixby’s 62%.
Also, businesses aren’t thinking about investing in one voice platform, but multiple ones. Instead of asking customers to go to one voice platform, they want to get in touch with customers on all major platforms.
However, 80% of businesses still have a high level of concern regarding whether they can keep customers’ voice data safe.
“People’s security, identity, and therefore the wider Conversational Economy, is at stake as its use increases. If businesses intend to use voice technology for the majority of customer interactions in the near-future they need to make sure that this method of interaction is as secure as any other,” said Vijay Balasubramaniyan, CEO and co-founder of Pindrop, in a statement.
Pindrop’s survey asked 500 IT and business decision-makers in the U.S., France, Germany and the UK.