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America Speaks: 81% of Consumers Use Voice Tech Daily or Weekly—Is Your Brand Listening?

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A new survey from TELUS Digital Experience (NYSE and TSX: TIXT) reveals that 81% of Americans use voice technology daily or weekly, with 68% increasing their usage over the past year. The survey highlights the growing importance of voice tech in the customer journey, with 58% of respondents more likely to try a brand incorporating voice tech in their customer service.

Key findings include:

  • 25% of Americans tried voice tech for the first time in the last month
  • 69% had a positive first experience and continue using it
  • Top reasons for using voice tech: speed, convenience, and multitasking
  • 65% experienced misunderstandings with voice assistants
  • 53% want improved accuracy in responses
  • 46% desire better understanding of accents and dialects

The survey, conducted in August 2024, included 1,000 US respondents aged 18+ familiar with voice technology.

Un nuovo sondaggio di TELUS Digital Experience (NYSE e TSX: TIXT) rivela che l'81% degli americani utilizza la tecnologia vocale quotidianamente o settimanalmente, con il 68% che ha aumentato il proprio utilizzo nell'ultimo anno. Il sondaggio sottolinea l'importanza crescente della tecnologia vocale nel percorso del cliente, con il 58% degli intervistati più propenso a provare un marchio che incorpora la tecnologia vocale nel servizio clienti.

I principali risultati includono:

  • Il 25% degli americani ha provato la tecnologia vocale per la prima volta nell'ultimo mese
  • Il 69% ha avuto una prima esperienza positiva e continua a utilizzarla
  • I principali motivi per utilizzare la tecnologia vocale: velocità, comodità e multitasking
  • Il 65% ha riscontrato incomprensioni con gli assistenti vocali
  • Il 53% desidera una maggiore precisione nelle risposte
  • Il 46% desidera una migliore comprensione di accenti e dialetti

Il sondaggio, condotto ad agosto 2024, ha incluso 1.000 partecipanti statunitensi di età superiore ai 18 anni, familiari con la tecnologia vocale.

Una nueva encuesta de TELUS Digital Experience (NYSE y TSX: TIXT) revela que el 81% de los estadounidenses utiliza tecnología de voz a diario o semanalmente, con un 68% aumentando su uso en el último año. La encuesta destaca la creciente importancia de la tecnología de voz en el viaje del cliente, con el 58% de los encuestados más propensos a probar una marca que incorpora tecnología de voz en su servicio al cliente.

Los hallazgos clave incluyen:

  • El 25% de los estadounidenses probó la tecnología de voz por primera vez en el último mes
  • El 69% tuvo una primera experiencia positiva y continúa usándola
  • Las principales razones para utilizar la tecnología de voz: rapidez, conveniencia y multitarea
  • El 65% experimentó malentendidos con los asistentes de voz
  • El 53% desea una mayor precisión en las respuestas
  • El 46% desea una mejor comprensión de acentos y dialectos

La encuesta, realizada en agosto de 2024, incluyó a 1,000 encuestados estadounidenses mayores de 18 años familiarizados con la tecnología de voz.

TELUS Digital Experience (NYSE 및 TSX: TIXT)의 새로운 설문 조사에 따르면 미국인의 81%가 매일 또는 매주 음성 기술을 사용하고 있습니다, 그 중 68%는 지난 1년 동안 사용량을 늘렸습니다. 이 설문 조사는 고객 여정에서 음성 기술의 중요성이 증가하고 있음을 강조하며, 58%의 응답자가 고객 서비스에 음성 기술을 통합한 브랜드를 시도해 볼 가능성이 더 높습니다.

주요 발견 사항은 다음과 같습니다:

  • 미국인의 25%가 지난 한 달 동안 처음으로 음성 기술을 사용해 보았습니다
  • 69%는 긍정적인 첫 경험을 했으며 계속해서 사용하고 있습니다
  • 음성 기술 사용의 주요 이유: 속도, 편리함, 멀티태스킹
  • 65%는 음성 비서와의 오해를 경험했습니다
  • 53%는 응답의 정확성을 향상시키기를 원합니다
  • 46%는 억양과 방언에 대한 더 나은 이해를 원합니다

이 설문조사는 2024년 8월에 실시되었으며, 18세 이상의 음성 기술에 아는 미국 응답자 1,000명이 포함되었습니다.

Un nouveau sondage de TELUS Digital Experience (NYSE et TSX: TIXT) révèle que 81 % des Américains utilisent la technologie vocale quotidiennement ou hebdomadairement, avec 68 % qui augmentent leur utilisation au cours de la dernière année. L'enquête met en évidence l'importance croissante de la technologie vocale dans le parcours client, avec 58 % des répondants plus susceptibles d'essayer une marque intégrant la technologie vocale dans leur service client.

Les principales conclusions incluent :

  • 25 % des Américains ont essayé la technologie vocale pour la première fois le mois dernier
  • 69 % ont eu une première expérience positive et continuent à l'utiliser
  • Les principales raisons d'utiliser la technologie vocale : rapidité, commodité et multitâche
  • 65 % ont rencontré des malentendus avec les assistants vocaux
  • 53 % souhaitent une meilleure précision dans les réponses
  • 46 % souhaitent une meilleure compréhension des accents et des dialectes

L'enquête, menée en août 2024, a inclus 1 000 répondants américains de 18 ans et plus familiers avec la technologie vocale.

Eine neue Umfrage von TELUS Digital Experience (NYSE und TSX: TIXT) zeigt, dass 81% der Amerikaner täglich oder wöchentlich Sprachtechnologie nutzen, wobei 68% ihre Nutzung im vergangenen Jahr erhöht haben. Die Umfrage hebt die wachsende Bedeutung von Sprachtechnologie auf der Kundenreise hervor, wobei 58% der Befragten eher bereit sind, eine Marke auszuprobieren, die Sprachtechnologie im Kundenservice integriert.

Wesentliche Ergebnisse sind:

  • 25% der Amerikaner haben im letzten Monat zum ersten Mal Sprachtechnologie ausprobiert
  • 69% hatten eine positive erste Erfahrung und nutzen sie weiterhin
  • Die Hauptgründe für die Nutzung von Sprachtechnologie: Geschwindigkeit, Bequemlichkeit und Multitasking
  • 65% haben Missverständnisse mit Sprachassistenten erfahren
  • 53% wünschen sich eine verbesserte Genauigkeit der Antworten
  • 46% wünschen sich ein besseres Verständnis von Akzenten und Dialekten

Die Umfrage, die im August 2024 durchgeführt wurde, umfasste 1.000 US-Befragte im Alter von über 18 Jahren, die mit Sprachtechnologie vertraut sind.

Positive
  • 81% of Americans use voice technology daily or weekly
  • 68% of users increased their voice tech usage over the past year
  • 58% of respondents more likely to try a brand incorporating voice tech in customer service
  • 69% had a positive first experience with voice tech and continue using it
  • 25% of Americans tried voice tech for the first time in the last month, indicating growing adoption
Negative
  • 65% of users experienced misunderstandings with voice assistants
  • 33% reported incorrect command execution by voice assistants
  • 27% received incorrect information from voice assistants
  • 41% of users admitted to yelling at their voice assistant when errors occur
  • 30% of users have used profanity with self-service tools to escalate issues

58% of consumers say they would be more likely to try a brand that incorporates voice technology in their customer service

VANCOUVER, British Columbia--(BUSINESS WIRE)-- A new survey from TELUS Digital Experience (TELUS Digital) (NYSE and TSX: TIXT), the company dedicated to crafting enduring customer experiences through data, technology, and a human-centric approach, shows that the use of voice technology has gained mass adoption with consumers, both at home and in the workplace. From voice assistants on smartphones and smart speakers in homes that answer questions and tell you the weather, 81% of Americans now use voice tech daily or weekly, with 68% increasing their usage over the past year.

Driven by AI, voice tech has reached a tipping point. While 36% of consumers started using voice tech two to five years ago, interest is accelerating —25% of Americans surveyed said they tried it for the first time just the last month. These findings highlight the growing importance of voice technology in the entire customer journey, from the first engagement with a brand to driving long-term retention and satisfaction (CSAT).

Advancements in Generative AI (GenAI) have moved voice technology forward, improving interactions with virtual agents and driving next-gen experiences that provide brands with a competitive edge. Notably, 58% of respondents would be incentivized to try a brand if they incorporated voice tech into their customer engagement channels. This is reinforced by the fact that nearly 69% of consumers had a positive first experience with voice tech and continue to use it, while just 6% had a negative first experience and haven’t used it since.

“Over the next year, every consumer app and website will have to be rebuilt with an AI-powered voice and multimodal interface to take full advantage of the advancements in voice tech, such as Apple Intelligence and Google AI,” said Tobias Dengel, President of TELUS Digital Solutions and author of The Sound of the Future: The Coming Age of Voice Technology. “We see multimodal experiences that combine voice, visual, and touch inputs as the future of how people will interact with technology, and our survey findings show that consumers increasingly want more natural and intuitive ways to engage with digital platforms.”

The top reasons consumers said they used voice tech included:

  • Speed and efficiency: 35% said speaking is faster than typing
  • Convenience: 31% feel that voice commands are simpler than navigating menus
  • Multitasking: 30% like that voice tech allows them to perform other tasks simultaneously

As for how respondents use voice tech:

  • Personal use only: 56% use voice tech exclusively for personal tasks
  • Both work and personal use: 33% use voice tech in both settings
  • Work use only: 11% said they use voice tech exclusively at work

Voice tech’s top applications include:

  • In personal life: Daily tasks (66%), communications (66%), and information retrieval (55%)
  • In work life: Voice-to-text for emails, messages, and content creation (44%), information retrieval (37%), and administrative tasks (32%)

Consumer Frustrations with Voice Tech

Americans are embracing voice tech, mainly for its speed and efficiency, so it’s not surprising that the survey also reveals that their patience wears thin when things go wrong. Many consumers have encountered errors: 65% say their voice assistant has misunderstood their commands, one-third (33%) have had it execute a command incorrectly, and over a quarter (27%) have received incorrect information. That's when frustration gets the best of many— 41% admit to yelling at their voice assistant when errors happen, and 30% have even used profanity or curse words.

When consumers are rude to voice tech, they say it comes from an urgency for resolution. Nearly one-third (30%) of surveyed consumers have resorted to raising their voices or used profanity with self-service tools, such as chatbots, in an attempt to escalate their issues more quickly. On the flip side, the majority of Americans (62%) do try to be polite, regularly saying "please", "thank you" and “you’re welcome” during voice tech interactions, and 29% have even apologized for being rude.

Voice Tech Improvements

Consumers pointed out several key areas for improvement that could increase their use of tools and devices that incorporate voice tech, including:

  • 53% said they’d like to see improved accuracy in responses
  • 46% say voice tech should have a better understanding / interpretation of accents and dialects
  • 41% want faster response times
  • 41% would like to see improved security features / enhanced privacy controls

Addressing these key areas for improvement requires close collaboration with a leading technology partner with specific voice tech expertise. By working with the right partner, businesses can focus on implementing the advancements consumers value most, ensuring their voice solutions are responsive, personalized and also secure. This partnership-driven approach is essential for creating customized voice tech apps, websites and services that drive customer engagement and provide brands with a competitive edge in a rapidly evolving market.

Ready to elevate your brand's voice experience? TELUS Digital’s multidisciplinary approach to voice technology combines talent and deep expertise from our award-winning AI, design, strategy, and engineering teams. Our end-to-end services include voice case identification, conversational UI design, voice tech tool selection, and voice integration such as speech recognition, natural language processing (NLP) and various APIs. Through our proprietary Ground Truth Studio AI data platform, we also provide fully-managed, multi-language audio dataset creation at scale through data collection and annotation, detailed transcription, and fine-tuning capabilities to enhance the performance of audio models in specialized areas. Get in touch at telusdigital.com/contact

Survey Methodology: The survey findings are based on a Pollfish survey that was conducted in August 2024 and included responses from 1,000 men and women aged 18+ who live in the United States and indicated a familiarity with voice technology.

About TELUS Digital

TELUS Digital (formerly TELUS International) (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of capabilities spans digital customer experience and digital solutions, including digital IT services, such as cloud solutions and AI-fueled automation, trust and safety services, AI data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX is TELUS Digital’s proprietary GenAI engine at the heart of our innovation, helping enterprises advance their GenAI pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds.

Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com

TELUS Digital Investor Relations

Olena Lobach

ir@telusdigital.com

TELUS Digital Media Relations

Ali Wilson

media.relations@telusdigital.com

Source: TELUS Digital

FAQ

What percentage of Americans use voice technology daily or weekly according to the TELUS Digital survey?

According to the TELUS Digital survey, 81% of Americans use voice technology daily or weekly.

How many consumers would be more likely to try a brand that incorporates voice technology in their customer service?

The survey found that 58% of consumers would be more likely to try a brand that incorporates voice technology in their customer service.

What are the top reasons consumers use voice technology according to the TIXT survey?

The top reasons consumers use voice technology are speed and efficiency (35%), convenience (31%), and the ability to multitask (30%).

What percentage of consumers have had a positive first experience with voice technology and continue to use it?

Nearly 69% of consumers had a positive first experience with voice technology and continue to use it.

What are the main areas for improvement in voice technology according to the TELUS Digital survey?

The main areas for improvement are improved accuracy in responses (53%), better understanding of accents and dialects (46%), faster response times (41%), and improved security features (41%).

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