Is Voice User Experience (VUX) The Future Of Customer Experience per Google Duplex, Alexa, Chatbots?


The only trick with all of this is that by thinking of voice commands and voice interactions as ‘the thing of the future,’ there’s a risk of making it anything but. Let me explain.

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Voice-based customer service (Alexa, Siri, Google Duplex and Google Assistant, auditory chatbots): Is this the future of customer service, customer support, and the overall customer experience? Certainly some big players think that this form of interaction, which is sometimes known as VUX, short for Voice-Based User Experience, is the coming wave.
Amazon has made a splash, of course, with everything Alexa-related.  Siri and her sisters (Nuance’s Nina, which you can white-label for your brand; the personable Dom for Domino’s, and so forth) are continually growing in reach. [Disclosure: I was an early investor  for one of the technologies now deployed in Siri

  • Publisher: Forbes
  • Date: 2018-09-08
  • Author: Micah Solomon
  • Twitter: @forbes
  • Citation: Web link

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And here’s another article:

Don’t be fooled, voice is still the future of commerce. Just not yet

12 months ago voice search was the future. Then it wasn’t. Then it was again. Now it appears it’s all hype. I’m struggling to keep up!

The latest ‘voice is over-hyped’ claim came in the form of underwhelming stats about the number of commerce-related queries that are being performed on a voice-enabled device.’A rather dismal 2%‘of people who own Amazon Alexa devices have used them to make a voice purchase, according to Amazon’s own data.

Cue the digital industry jumping on the stats as proof that voice is not the game-changing technology some believe it to be, that it’s a purely navigational technology and doesn’t represent incremental search queries.

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  • Publisher: Econsultancy
  • Date: 2018-09-06T11:16:52+01:00
  • Citation: Web link

Could Voice Search Technology Change the Dynamics of Brand Loyalty?

What’s less understood, though, is the way voice search will bring changes beyond the nuts and bolts of SEO. Long-tail keywords and natural language phrasing are relatively simple changes in terms of how marketers can reshape their strategies to better serve their audience. But what happens when the nature of your relationship with that audience changes?
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In other words, SEO ranking for voice search is essentially a winner-take-all game. Ranking on the first page of results, or even in the top three, isn’t enough. Either you’re in first place or, 85 percent of the time, you’ll miss out entirely.

  • Publisher: The Content Standard by Skyword
  • Date: 2018-09-07T08:30:41-04:00
  • Citation: Web link

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