Voice Tech Adoption Skyrockets: 81% of Consumers Utilize Daily or Weekly, Brands Need to Listen

A TELUS Digital Experience survey reveals that 81% of Americans use voice technology regularly, with 68% increasing usage in the past year. The study highlights the growing significance of voice tech in customer engagement, as AI advancements lead to improved interactions with virtual agents. The survey indicates that 58% of consumers are more likely to try a brand if it incorporates voice tech, emphasizing its positive impact on customer retention and satisfaction.

Voice technology is no longer a novelty; it has become an integral part of everyday life for many Americans. According to a recent survey conducted by TELUS Digital Experience, an AI-fueled digital customer experience (CX) partner, 81% of Americans use voice technology regularly [1]. Furthermore, the study reveals a significant increase in usage, with 68% of respondents reporting an uptick in voice technology usage within the past year.

This growing trend is not merely a passing fad; it represents the evolving nature of customer engagement. As artificial intelligence (AI) advancements continue, interactions with virtual agents become more seamless, intuitive, and personalized [2]. The result? A more satisfying and engaging experience for customers.

The survey also highlights the importance of voice technology in influencing consumer behavior. A remarkable 58% of respondents indicated that they are more likely to try a brand that incorporates voice technology [1]. This underscores the positive impact of voice technology on customer retention and satisfaction.

This shift towards voice technology in customer engagement is not surprising, given TELUS Digital Experience's expertise in AI and GenAI solutions. The company, which recently rebranded from TELUS International, boasts a range of intellectual property, software tools, and platforms that span the digital continuum [3].

Moreover, the company's GenAI Jumpstart accelerator engagements demonstrate their commitment to helping clients harness the power of voice technology to meet the dynamic needs of their customers [3]. By leveraging these advanced technologies, TELUS Digital Experience is poised to continue leading the way in transforming customer experiences.

In conclusion, the TELUS Digital Experience survey provides valuable insights into the growing significance of voice technology in customer engagement. As AI advancements continue, we can expect to see even more innovative and engaging applications of this technology in various industries.

References:

[1] TELUS Digital Experience. (2023). TELUS Digital Experience Study Reveals Growing Significance of Voice Technology in Customer Engagement. Retrieved from https://www.telusdigitalexperience.com/insights/voice-technology-growing-importance/

[2] Statista. (2023). Voice assistant usage statistic. Retrieved from https://www.statista.com/statistics/113713/voice-assistant-usage-statistics/

[3] TELUS Digital Experience. (2023). Rebranding as TELUS Digital Experience. Retrieved from https://www.telusdigitalexperience.com/newsroom/rebranding-as-telus-digital-experience/