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Can retailers win consumers with voice technology?

March 12, 2020


With Siri, Alexa and Google voice assistants, help is just a command or question away. The convenience with such technology should, in theory, be appealing to consumers. Research suggests not so much.

Though consumers think voice technology is useful, they’re not buying into it as much as analysts anticipated. Of the consumers who do adopt the technology, 94% of users find voice technology easy to use and think it saves time and improves their quality of life, according to a 2019 Adobe report. A February 2020 report from eMarketer estimated that 21.6 million people will have purchased via smart speakers by the end of 2020, about 2 million fewer consumers than previously predicted.

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