Banks have been early adopters of innovation for years, and the way we communicate with them has dramatically evolved in turn. Yet there’s one technology noticeably absent from my interactions with financial services companies — and it’s arguably one of the most important and highest-volume channels: voice.
While text-based interactions have become the norm in daily life, voice remains important for brand-customer engagement. In fact, 67% of millennials and Gen Zers use voice-activated personal assistants to connect with companies. People speak three times faster than they type, making voice a more natural form of communication than text. Consumers seek consistent, fast and personalized experiences, and voice technology is uniquely suited to meet these needs with hands-free access and without lengthy hold times, all while preserving the personal touch of conversational interactions.
I believe the financial services industry has reached an inflection point, where companies that prioritize effective