February 6, 2018

3 Reasons Voice Control Matters for Service Providers

Voice control will become an important customer interface for support, purchasing and data collection.

Voice controllers are becoming a more important part of the home WiFi network environment. Research from MarketsandMarkets projects the global speech and voice recognition market will triple in the next six years. Meanwhile, eMarketer estimated that voice-enabled speaker usage grew 130 percent last year, with most of that growth coming from consumer markets. This means service providers must consider whether voice control will become a new care, sales and support channel that digital consumers will expect to be responsive to their specific needs. With this in mind, here are three reasons voice control’s increasing presence in homes will matter for service providers.

1. Customers Will Want Support via Voice Control

A voice-controlled app that provides customer support for digital home services makes sense. In fact, it makes a good use case for combining artificial intelligence (AI) with speech recognition to support the vast majority of basic issues that customers face with digital home technology. As more voice-controlled and other WiFi devices enter the home environment, the more support customers will need. The more accessible and automated that support is, the better.

2. Customers Will Make Purchases via Voice Control

There’s something extremely powerful about simply speaking and having those words translate automatically into a purchase that will be shipped to one’s home or device. It is incumbent upon service providers to roll out digital services that take advantage of this phenomenon. The combination of cloud-based real-time charging and voice control may rapidly become compelling for service providers, especially because voice control spans all experiences—home, commute, work and mobile lifestyle.

3. Customers With Voice Control Are Early Digital Adopters

There is an enormous amount of market data for service providers to glean by engaging voice control users. Using this data will help service providers understand how their customers use different combinations of devices and apps in their lives, while also helping to adopt new voice control products as part of a digital home or digital lifestyle strategy. Remember, those who doubted that social channels would become primary methods for customer support have been proven wrong. The more data that’s fed into automating and refining voice response early on, the better basis there will be for full automation at scale.

Read this Mobile Europe article featuring Netcracker for more about the WiFi market and voice control technology.


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