凯捷（Capgemini）：智慧对话—组织和消费者如何拥抱语音和聊天助手（英文版）(44页).pdf

1、How organizations and consumers are embracing voice and chat assistants Smart 2Smart Talk: How organizations and consumers are embracing voice and chat assistants Introduction Conversational interfaces have woven themselves into the fabric of our lives. Consumers are using them to turn on the lights

2、, to cook an egg to perfection, and to research and buy goods. With consumers building a strong relationship with these interfaces, they also represent a fantastic opportunity for brands to humanize at scale the relationships they have with their consumers. This involves using the learnings from thi

3、s new type of interaction to offer experiences that are contextually relevant, helpful, and personal. With this report showing how consumers are looking for humanized interactions with bots, conversational interfaces offer an exciting opportunity for brands to build a more authentic and emotional co

4、nnection with their consumers, shifting from transactional interactions to deeper relationships. In this study, we examine two types of conversational interfaces: voice assistants (where the input is spoken) and chat assistants (where the input is via a keyboard). The increasing capabilities and ubi

5、quity of voice assistants, in particular, are important drivers behind the popularity of these interfaces: Alexa is reported to have 50,000 skills (functionalities), be compatible with 20,000 connected devices, and is used by more than 3,500 brands.1 Googles voice interfaces support more than 30 lan

6、guages and the company plans to roll out voice capability to 80 different countries.2 Microsoft and Amazon have announced a partnership between their voice assistants Alexa and Cortana to enable additional functionalities and greater reach for their customers.3 At the same time, organizations are al