The Role of Voice Assistants as a Business Contact Channel

Presented by

Rufus Grig, Chief Technology and Strategy Officer, Maintel, and Derek Lewis, Head of Customer Experience, Maintel

About this talk

Independent research conducted by Maintel found that 61% of businesses in the UK are planning to offer services via voice assistant technology in the next three years, providing a customer experience with unparalleled speed, convenience, and personalisation in the process. And with as many as 100 million smartphone owners expected to be using voice assistants by 2020, how long will businesses who fail to keep up with this trend survive? Over the past few months, Maintel surveyed 2,000 consumers and 500 business decision makers in the UK, to understand the potential of voice assistants as a popular channel of communication between businesses and their customers. Here, Rufus Grig, Maintel’s CTO, is joined by Derek Lewis, Maintel’s Head of Customer Experience, to discuss the opportunities for businesses who are able to take advantage of this technology, not just to transform their customer experience, but to also see benefits in making management of queries, complaints, and other inbound traffic more manageable, taking pressure off other channels and and streamlining processes. Watch this webinar to discover: • The consumer and technology-driven factors causing businesses to invest and provide this technology to their customers • Consumer opinions on the value, and the possible dangers, of using this technology to interact with brands and services • The top five voice assistant applications currently under consideration by some of the UK’s leading businesses • How this market trend could gain widespread adoption in the coming years, and much more.

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