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Thoughts

Design principles that help you shape the best UX

Imagine walking into your favorite fast food joint to find no visible employees or even counters. All that greets you is a giant menu—with instructions to speak your order when ready. Within minutes, your desired number three combo is in your hands, and you’re on your way. Better yet—imagine running your business hands-free from the seat of your car as you issue commands to your new mobile assistant. Traffic jams will never be the same—in a good way.

Yes, the next significant disruption is on the way—and it’s already gaining traction in the fast food and basic consumable spaces. Humans love to talk, and the invisible interface of voice is poised to change the way consumers connect with businesses. Gartner predicts by 2020, 30% of web browsing sessions will occur without a screen. Bill Crider, Director, Microsoft Technologies Practice at Ascendum, offers a glimpse of the future when he says, “Everything you now control with a push, click or dial will most likely be controlled by voice in the next five years.”

The reality of a voice-driven economy is rapidly approaching. The next step in customer experience will demand solutions and satisfaction as fast as the spoken word. Is your business ready to compete? What game-changing benefits will voice user interfaces bring and how can your enterprise prepare to take advantage of the future opportunity?

Design principles that help you shape the best UX

Fast and easy wins today’s customer experience race and connecting with customers in their mobile lives has never been more critical. Voice user interfaces are the ultimate mobile optimization—allowing faster, convenient interaction at the speed of life. No matter what side of the conversation you’re on, customer or provider, the freedom of voice is liberating. Connecting through voice gives us our lives back—removing clunky steps, allowing multi-tasking, and never interrupting our daily flow. It seems so natural—maybe because it is.

Everyone hates slogging through drop-down menus, and as humans we are wired for speech, welcoming the opportunity to engage through voice. Voice puts us in touch with our humanity—it allows brands to have some fun with tone, humor, and personality while appearing far more like us.

From a cost perspective, being enabled for voice interactions will provide substantial cost savings for enterprises. Businesses will need fewer employees when customers can speak directly to machines. Smaller workforces will deliver higher productivity—accomplishing more in far less time with super AI-enhanced (artificial intelligence) assistants shouldering the load.

Providing a solid voice experience will undoubtedly provide a long list of benefits regarding customer experience and cost savings. However, the most important benefit of all might be remaining relevant. Enterprises in a digitized world will need to be equipped for voice to compete. Bill Crider explains, “If your product or service isn’t prepared to offer a voice-activated user interface (VUI) in the next five years, you will be operating at a significant disadvantage and proceeding at your peril.”

Sep 21 5 min read