Internet Retailing: Cognizant’s VP and Chief Digital Officer for Retail, Consumer Goods, Travel and Hospitality Says Voice Integration is Critical to Facilitate an Improved Customer Experience

“Voice-enabled shopping is gaining momentum,” says Scott Clarke. “Soon, consumers will expect to use voice and other conversational channels, such as Facebook Messenger, as preferred channels of communication while shopping. Recent predictions show voice searches will account for 50 percent of all searches in just two years, and it will continue to grow from there.” Excerpts:

“Conversational artificial intelligence (AI) is powering voice technology systems and these platforms are enabling customers to interact with brands in ways that are not only convenient, but also highly personalized and contextualized.

While some retailers have already made headway, others still need to update their strategies to make sure they are prepared for this voice-enabled reality. Given the inherent cost and time savings gained from managing the customer purchase process through conversational AI, expect to see increased investment in the technology.”

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