Rufus Grig, Maintel’s Chief Strategy Officer, and Derek Lewis, Head of Customer Experience, explore the ways in which consumers are using voice assistants.
Despite the consumer objection, companies have at least identified the concerns hindering widespread adoption. Working to improve security by introducing new layers of verification, and being transparent with users about how their data will be collected, used, and stored, will increase the level of trust required to establish voice-assisted technology on a large scale.
Maintel commissioned research to evaluate consumer appetite for engaging with these voice assistants against how prepared businesses are to roll out the technology nationwide.
The research revealed that British consumers are deeply divided in their opinion of virtual assistants, with a lack of trust and security fears emerging as the defining issues.