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Conversational UX and invisible applications: the future of business voice assistants

Conversational UX and invisible applications: the future of business voice assistants

The biggest tech titans have demonstrated their commitment to conversational user interfaces in 2017 with a series of product launches. smart speakers Amazon Echo Yes Google Home , which appears a lot in many frantic Christmas events, bring voice recognition to people’s homes. Technology has also dominated this year’s CES talks.

This type of interface may exist for a period of time on mobile devices, but consumers will feel much more comfortable using it in its four walls. Once users realize how easy it is to use speech to order ingredients when cooking or to quickly control traffic, it’s only a matter of time before voice commands are as normal as touching an app. Launch of Google Assistant, the most important feature of the company’s new Pixel phone Along with the constant Siri improvements, it means that the chat interfaces are now much more useful than their previous versions.

It may be tempting to dismiss this technology as a gimmick, but several factors work directly in your favor. First, many of the new smart speakers have a low price, with Amazon Echo Dot a Starting with less than 50 GBP, the software can run on mobile devices that most people already own. Given the minimum barriers to entry and some of the largest marketing budgets in the world that support these interfaces, they will be at the forefront of consumers’ minds. Even those who are not technology experts can easily use voice commands, which could open up digital services to a new demographic. More than a passing fad, all the signs indicate a revolution in the user experience. Specific tactile applications that focus on one service will appear outdated when placed next to this new mode of interaction, putting pressure on others to follow suit.

If you can’t beat them, join them

Fortunately, third parties will be able to integrate with voice assistants, rather than reinvent the wheel. Capital One is has become the first bank to connect with the Amazon Echo, allowing consumers to check balances and pay for goods, while the Uber partnership allows customers to request rides using their voice. In fact, these third-party applications will turn chat interfaces from useful to essential. As more and more services are added, consumers will expect this from other companies.

Those who want to connect to these wizards will depend on open APIs, the public part of an application, to host data transfers and customize the consumer experience. APIs certainly have their advantages, as they open up more possibilities than ever for developers, but they also present significant programming challenges. As things become easier and more convenient for the customer, the increasing number of connections will increase the complexity of the application, which will make the work much more difficult for IT teams. Unfortunately, third-party companies that connect to these interfaces will bear the greatest compatibility burden, having to ensure an optimal level of performance.

The user’s conversational experience is meant to increase comfort, which means that any failure of performance will leave customers frustrated and cause them to give up transactions or go elsewhere. Therefore, efficiency will be essential.

Make applications invisible

Creating the UX conversation will not be as easy as connecting to one of these platforms. The whole nature of the conversation interface will depend on where the customer is and not the other way around. This means it could go beyond voice to include messaging and social media applications. MasterCard has already been integrated with Facebook Messenger to allow customers to manage their finances through a chatbot. This trajectory will make the applications almost invisible, waiting on hold when the client needs them. With this ecosystem that relies on a complicated network of individual microservices, monitoring and analysis tools that provide full visibility of the application will be needed to understand what is happening.

That being said, software alone will not be enough. For this to work, there will need to be strong communication between development, operations and broader business teams. It is important to understand not only the performance of things, but also how applications affect the business. Technology teams can figure out how to improve processes, but in the end it will be the business as a whole that decides whether to receive an investment. To make sure everyone is on the same page, teams can establish a common language by focusing on business transactions to ensure they generate revenue while improving the customer experience. This way, if there is a problem with the Amazon Echo API, it means that everyone, technical and non-technical,

This is a difficult time for technology teams, but most of them will see the results of the UX conversation if they move to a more advanced way of maintaining applications. Evidence suggests that voice interfaces are here to stay, and for every company that rejects the idea, another will take its place. Brands that embrace this technology can truly impress their customers and prevent them from going elsewhere.