That was frustrating. Sadly, consumer interactions with voice assistants are more error-prone than not. Text dictated through a voice command, for example, yields an error 67% of the time, according to the AppDynamics survey. And these issues aren’t lost on IT teams, who are fully aware of the poor user experience.
For starters, organizations need to start thinking about the challenges they will run into as traffic from voice assistants grows. In addition to adding voice to the mix of channels they must maintain, they’ll also need to understand how to measure the accuracy and speed of the user experience since browser, mobile, and voice each serve different customer experiences and expectations.
By understanding these customer journeys by platform, IT organizations can measure if the user flows are matching their expectations and meeting their bar for customer experience, and if it’s not, optimize the journeys accordingly.
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