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Voice assistants set to revolutionise commerce

Voice assistants will become a dominant mode of consumer interaction over the next three years, according to Capgemini’s Conversational Commerce report.

Its survey of more than 5,000 people in the US, UK, France and Germany reveals that the proportion of consumers who would rather use a voice assistant than a website is set to rise from 24% today to 40% in 2021.

Over the same period, the proportion who would prefer to interact with a voice assistant than visit a shop or bank branch is set to rise from 20% to 31%.

Voice assistant users currently spend 3% of their total consumer expenditure via voice assistants, but this is expected to increase to 18% in the next three years.

Survey respondents say they would be willing to spend 5% more with a brand following a good experience with a voice assistant.

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