Gartner Research

Market Trends: Human-Machine Interactions — Role of Voice Across Devices and Ways to Enhance Customer Experience

Published: 14 March 2017

ID: G00324311

Analyst(s): Annette Jump, Tuong Nguyen

Summary

Voice will play a growing role in interactions across devices in the next two years. This research offers insights about challenges, opportunities, and how technology product management leaders should strategize, design and implement them using voice to enhance the customer experience.

Table Of Contents

Introduction

Market Trend

  • Market Trend: Voice Usage Across Devices Is on the Rise
  • Technology Trend: Challenges of Using Voice Across Devices
  • Buyer Trend: Cultural and Social Aspect of Using Voice
  • Voice as a Powerful Enabler for Customer Experience

Contrarian View

  • Privacy and Security Concerns Could Limit Voice Adoption or Functionalities

Vendors to Watch

  • Amazon
  • Apple
  • Baidu
  • Google
  • IBM
  • IPsoft
  • Microsoft
  • Nanorep Technologies
  • Nuance Communications
  • VoiceBase

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