# Voice assistants set to revolutionize commerce and become a dominant mode of consumer interaction in the next three years
Author:  Pal Sinha, Barnali 
Author URL: https://financedigest.com/author/pal-sinha-barnali
Published: 2018-01-13
Category: TECHNOLOGY
Category URL: https://financedigest.com/category/technology
Meta Title: Voice Assistant User Spending to Grow 6x in 3 years
Meta Description: Discover how consumers are embracing voice assistants and why businesses should take advantage of this growing trend. Learn more here.
URL: https://financedigest.com/voice-assistants-set-to-revolutionize-commerce-and-become-a-dominant-mode-of-consumer-interaction-in-the-next-three-yearshtml

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**_User spending via voice assistants is expected to grow as much as 6x in three years_**

[**Capgemini’s**](https://www.capgemini.com) **Digital Transformation Institute has today released a new report titled, “** **Conversational Commerce:Why Consumers Are Embracing Voice Assistants in Their Lives** **,” which highlights how consumers are using voice assistants and the opportunities this creates for businesses to connect with their customers. The report, which surveyed more than 5,000 consumers in the US, UK, France and Germany, found that voice assistants will become a dominant mode of consumer interaction over the next three years, with shoppers who use the technology willing to spend 500% more than they currently do via this mode of interaction.**

**Voice assistants will revolutionize** [ecommerce](https://www.financedigest.com/how-businesses-can-overcome-their-doubts-and-be-a-part-of-the-ecommerce-revolution.html "How businesses can overcome their doubts and be a part of the eCommerce revolution")

Consumers are [developing a strong](https://www.financedigest.com/tire-recycling-downstream-products-market-to-observe-strong-development-by-2019-2027.html "Tire Recycling Downstream Products Market to Observe Strong Development by 2019-2027") preference for interacting with companies via voice assistants. The research found that today around a quarter (24%) of respondents would rather use a voice assistant than a website. However, in the [next three years](https://www.financedigest.com/global-crypto-regulation-body-likely-in-next-year-top-official-says.html "Global crypto regulation body likely in next year, top official says"), this figure will rise to 40%. Close to a third – 31% – said they will prefer a voice assistant interaction to visiting a shop or a bank branch, compared to 20% today.

Voice assistant users are currently [spending 3% of their total consumer](https://www.financedigest.com/as-consumer-spending-increases-convenience-and-security-have-never-been-more-important.html "As consumer spending increases, convenience and security have never been more important") expenditure via voice assistants, but this is expected to increase to 18% in the next three years, reducing share of physical stores (45%) and websites (37%). While [streaming music](https://www.financedigest.com/uk-competition-watchdog-has-music-streaming-in-its-sights.html "UK competition watchdog has music streaming in its sights") and seeking information remain the most popular usages for voice assistants today, over a third of respondents (35%) have also used them to buy products such as groceries, homecare and clothes. Currently, 28% of users have already used a voice assistant to make a payment or send money, but 44% of users have expressed interest in using voice assistants for [banking transactions as more smart speakers enable](https://www.financedigest.com/enabling-decision-making-success-in-the-banking-industry-3-considerations.html "Enabling decision-making success in the banking industry – 3 considerations") functions such as credit card payments via voice.

**Consumers are highly satisfied by the voice assistant experience**

Consumers who use voice assistants are very positive about their experience, with 71% being satisfied with their voice assistant. In particular, 52% of consumers cite convenience, the ability to do things hands-free (48%), and automation of routine shopping tasks (41%) as the biggest reasons why they prefer using voice assistants over mobile apps and websites. The ability for the voice assistant to understand their human user is also critical; 81% of users want the voice assistant to understand their diction and accent. The [report also revealed that voice assistants](https://www.financedigest.com/tesla-reports-two-new-fatal-crashes-involving-driver-assistance-systems.html "Tesla reports two new fatal crashes involving driver assistance systems") are most popular among 33-45 year olds, while close to 1 in 5 (17%) have an annual pre-tax household income of more than $100K.

**Voice assistants will yield concrete benefits for retailers and brands**

Brands who provide good voice assistant [experiences will generate more business and positive word-of-mouth communication](https://www.financedigest.com/one-app-for-a-total-communications-experience.html "One App for a Total Communications Experience"). The [report found that 37% of voice assistant users would share](https://www.financedigest.com/credit-agricole-is-weighing-foray-into-german-car-sharing-media-report.html "Credit Agricole is weighing foray into German car-sharing: media report") a positive experience with friends and family, and even 28% of current non-users would want to transact more frequently with a brand following a positive experience. This equates to serious [potential](https://www.financedigest.com/delivering-on-the-potential-of-open-finance.html "Delivering on the potential of open finance") financial gain, as consumers are willing to spend 5% more with a brand following a good experience with a voice assistant.

Mark Taylor, Chief Experience Officer, Digital Customer Experience practice, at Capgemini said, _“Voice assistants will completely revolutionize how brands and consumers interact with each other. What makes voice assistants so exciting is that they are woven into the fabric of our lives, offering a simplicity and richness of interaction that consumers have never experienced before. Brands that are able to capitalize on the huge consumer appetite around voice assistants will not only build closer relationships with their customers, but [create significant growth opportunities](https://www.financedigest.com/increasing-trend-of-online-shopping-to-create-new-growth-opportunities-for-stretch-sleeve-and-heat-shrink-labels-market-says-tmr.html "Increasing Trend of Online Shopping to Create New Growth Opportunities for Stretch Sleeve and Heat Shrink Labels Market, Says TMR") for themselves.”_

[**Research Methodology**](https://www.financedigest.com/title-gallium-68-market-research-methodology-business-opportunities-and-analysis-report-by-2031.html "Gallium-68 Market Research Methodology, Business Opportunities and Analysis Report by 2031")

Capgemini’s [Digital Transformation](https://www.financedigest.com/critical-learnings-in-digital-transformation.html "Critical learnings in digital transformation ") Institute surveyed over 5,000 consumers in the US, the UK, France and Germany. The quantitative [research was complemented with focus group discussions with consumers from each country](https://www.financedigest.com/cosmetic-packaging-market-to-gather-traction-in-developing-countries-latest-insights-by-transparency-market-research.html "Cosmetic Packaging Market to Gather Traction in Developing Countries, Latest Insights by Transparency Market Research"), conducted virtually. The survey – as [well as the focus group discussions – had a healthy](https://www.financedigest.com/health-wellness-market-growth-is-expected-to-occur-at-a-healthy-cagr-of-0-0-from-2021-to-2031.html "Health & Wellness Market Growth is Expected to Occur at a Healthy CAGR of 0.0% from 2021 to 2031") mix of demographics and user/non-user persona.

A copy of the report can be downloaded here.


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