I'm convinced that the chat interface, especially in the voice. Conversation is the natural way of communication between people and the future of human-computer interaction. If you recall videos on iPhone and iPad for kids aged 2 to 10, something similar happens to devices like Alexa and Google Home: Kids know how to interact with them.
Last year, Alexa and Google Home users were interviewed to understand the satisfaction of my teams and devices. The interest in these voice applications is really starting with all kinds of outsourcing enterprises and brands – media, KgG, retail, food delivery, banking and many more.
This year, we have resumed the questionnaire, which may change the attitude of the user to the behavior and devices. We also deepen some of the benefits of demographic data. The study, conducted by Dashbot Survata, is based on 1019 Alexa and Google Home owners among the U.S..
Key decisions of the current year:
- Change of behavior of voice assist devices
- The main features are often used
- Finding third-party voice applications is still a problem
- Users can use the device to purchase devices
- Owners are satisfied with their devices and appreciate them.
Voice assistants continue to change their behavior
As you have seen last year, voice assisted devices have changed their behavior. People use them all day long for different uses.
Approximately 75 percent of respondents use their voice devices at least once a day, of which 57 percent use their device several times a day. These figures are very similar to the results of last year.
As for men closer to men, 64 percent of men and 53 percent of women use their devices several times a day. Women who use their own devices (less than once a month) have a 7% priority compared to only 1.4% of men.
More than 65% of respondents have shown that devices have changed their behavior or routine work schedule. Approximately one fourth saw the device considerably changing their behavior, and 40.5% thought it was at least a bit smaller. Only 19 percent said this device did not change its behavior.
Some respondents use their device in their speeches, surprisingly how integrated their lives are and how much they use it.
I'm looking forward to significant changes in my behavior because of the high number of voice assistants and the technology's access to many devices. If you're a heavy Alexa or Google Home user, how often do you go out of the home to talk outside the home – at work or in the hotel? Amazon and Google work through our business incl. Start-ups in hotels and elsewhere.
Men report a lot of behavioral changes than women. About 33% of men answered, "Yes, that's a lot." As we have seen in the frequency of use, women's behavior has not changed since women are rarely used, and 23.3% of women answered "no", compared with 13.7% of men.
It is noteworthy that 19% of respondents indicated that the device is still being used, even if their behavior does not change. Of the "None" points, 33 percent come to the device several times a day, and another 17 percent does not use the device at least once a day.
The main functions are often used
We asked respondents what opportunities they would use frequently.
It is often the case when listening to music, weathering, and questioning. They are also the main function of the devices. The use of certain skills by third parties is still commonplace (at some point more about it).
Approximately 75 percent of respondents use the device to listen to music, 66 percent control the weather, and 63 percent ask for information.
Approximately 58 percent of the audience listens to music every day, and only 34 percent of the weather observers are doing a few times a day.
At the bottom of the use, only 23 percent of respondents use their own devices to control home automation. However, those who do, often do the same. Approximately 63 percent of respondents use the appliance for home automation several times a day, and another 22 percent do at least once a day.
If you look at the genes based on it, there are interesting differences.
Although the first three conditions are the same for men and women, women use each of them at a higher level – about 5-6% higher. For example, 77 percent of women are listening to music, and 71 percent of men.
Men have some peculiarities that they use far more than women. For example, 42 per cent of respondents use sports scores for women than 18 per cent. Other features include: news coverage (49 percent of men – 40 percent of women), trade (36 percent of men, up to 26 percent of women), gaming (up to 33 percent for men and 22 percent for women) and home automation (up to 29 percent for men).
Speaking of shopping, let's take a look at this situation.
Users are ready to purchase their devices
Both Alexa and Google make purchases through their e-commerce services and link billing – to other retailers and services. Developers and brands can earn their voice bills through subscriptions and in-app purchases.
We asked respondents to buy their voice assistant. 43 percent of respondents, including 58 percent of men and 32 percent of women.
Among the respondents surveyed, providers' products are electronic commerce (Amazon or Google Shopping), which accounts for about 83 percent.
Interestingly, the supply of food is 53 percent. The status of "Change order", that is, the ability to reset the same elements in the previous order, works best with these interfaces because it can create a shorter, shorter statement than a complex menu order. We also know about many food delivery services that are very popular – consumers always try to make the same order.
We also asked the respondents how much they could buy in the future. Approximately 41 percent say they are "potentially" likely to buy in the future, and 20 percent say "potentially".
It's noteworthy that one of the biggest signs that has ever been made or purchased in the future is that they have Alexa and Google Home. 56 percent of respondents who have both devices have a previous sales, and 43 percent have only Alexa, and only 39 percent have Google home. From the point of view of future purchases, 57 percent of respondents, both of whom are considered to be the most likely to buy in the future, consider that only 45 percent are 41 percent of the Google home. Perhaps, consumers with two devices typically try to buy it through the device.
Finding third-party voice applications is still a problem
Voice interfaces are still relatively new. Among Alexa and Google Home, there are about 50 million devices in the United States. Approximately 40,000 third-party skills for Alexa are available. In our recent survey, many respondents found that the term third party voice program did not recognize the term "Skill" on Google and "Action" in Google Action.
The good news is that consumers are using their third-party skills, which are not many. According to the survey, 48% of respondents use one-three voices, and another 26% from four to six. About 15 percent of respondents said they would not only use them.
Respondents were asked about their favorite voice appendices. Listening to music, checking weather and receiving information – family peculiarities. Pandora, Spotify, Uber and Jeopardy.
Finding and Finding Users for Third-Party Users – Challenges.
The most common ways users know about their skills and activities are social media, friends and device appstores.
We are one of the best channels for buying social media from brands and developers, or for users of paid or organic voice applications. According to the survey, 43 percent of respondents have found skills through social media. Campaigns for viral video cameras serve two purposes – reachable by impressions and instructions for interacting with the voice program. As this is a new space and a new user interface, users do not know what to do with a specific audio program.
Users using Alexa can ask the device for the latest skills or recommendations, even for categories. The device prints in the name of each and asks the user whether they want to install or continue.
Additionally, Alexa can perform "intentions" that the developers and brands can carry out to help users find voice programs. For example, if Alexa Skill Company supports pizza order, the developer thinks it's intended to "do so" and may offer the device when ordering a pizza order.
Google Home still does not have a searchable directory. Asking the device to respond to the latest activity or suggested actions, either responds to the type of response or "I do not understand" or tries to give some of the help associated with the application, for example: describes "sporting activity" when asked about the latest "sporting activity".
Customer satisfaction is high
Users are very satisfied with audio devices and are inclined to offer them at the highest levels.
We asked respondents how satisfied they were with the device's ability to understand, the device's response, and overall experience. The results are very pleasant.
44 per cent of respondents were satisfied with the device's ability to understand, and an additional 34 per cent were satisfied. Only about 13 percent are unsatisfactory or quite unsatisfactory.
Similarly, 44% of respondents were satisfied with device replies and 35% satisfied. Only about 12 percent are unsatisfactory or quite unsatisfactory.
Based on general practice, 53 percent of respondents were very satisfied, and 29 percent were satisfied at least. Only 10% or less are unsatisfactory.
In addition, we asked respondents whether they had anything to do with the surprising device, and the results showed a high level of satisfaction. It is amazing how much the apparatus can do and how good the devices are. The device itself is self-updating – a "everyday thing" and "everyday Christmas".
Teachers are very happy with their devices and will be happy to offer them. Overall, when they asked how they were evaluated on a one-to-five-point scale, the average score was 4.4 stars.
Respondents rated 4.4 when evaluating how much the device could offer on one-five scale.
If we look closely at quantitative indicators, we have a positive overall outcome. Respondents who said that the device had changed their behavior was rated 4.9 stars, and this device can be rated at 4.9. Even those who say that the users have not changed their behavior have even rated their devices 4 stars and still have their device in version 3.8.
If you give the respondents something amazing about the devices, the most common answers are:
- How much can a device do
- How smart and versatile the appliance is
- Ease of use
- The ability to understand a user's request
- User dependence on the device and the life of the device
- The speed of the answers
- Quality of answers
While most of the comments were generally positive, there were few complaints. The biggest complaint (still rare in comparison with all positive responses) has resulted in the ability of the device to understand the user's request.
In general, owners of Alexa and Google Home devices are very happy with their devices. The devices are amazed at what they can do, how intelligent the devices are and how reliable they are on their devices.
Sound assistant space is still as new as possible, but it's also possible to monetize your brand as there is a strong indicator that it wants to buy through devices. As many brands develop voice applications, it's fun to see what they're up to – how to use voice interface and implement monetization capabilities.
Like most of the respondents, the devices are constantly improving – not only in terms of improved visibility, but also in all functional capabilities.
I continue to be a bull in this space, and I hope to see what the future is.
Arte Merritt is the CEO and co-founder of Dashbot, a chat platform for Alexa, Google Home, Facebook, Slack, Twitter, SMS and other chat interfaces.