A decade back, the belief underpinning business teams was that the human need to talk to others regarding product knowledge would soon be over. This would instead be replaced by web chat or text messages. While this field especially via WhatsApp has indeed grown, the focus of businesses has shifted to voice-based devices such as Google Home Pub or Amazon Echo. Marketing research conducted by You Guv asserts that in a period of barely six months ending March 2018, there was a doubling in the number of people in the UK owning a smart speaker. Google’s Duplex is the next level in terms of such innovation. For the older established players to match up to the digital natives, they will first have to master a family of related technologies such as machine learning and business analytics. The customer service industry too will need to revaluate its existing infrastructure to gauge best how it can utilize the same.


Uploaded Date:11 September 2018

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