RESEARCH REPORT

In brief

In brief

  • Findings from the 2019 Accenture Digital Consumer Survey of 22,500 online consumers reveal that about half use a Digital Voice Assistant (DVA).
  • The majority of consumers say that connectivity to their existing DVAs is an important selection factor for their other smart home devices.
  • Concerns around inaccuracy, privacy and security are top of mind with consumers.
  • As voice moves into the mainstream, platform companies need to align on four key success factors.


New findings from the 2019 Accenture Digital Consumer Survey of 22,500 online consumers across the globe reveal that about one-half already use a Digital Voice Assistant (DVA) and 14 percent plan to purchase in next 12 months.

50%

Use Digital Voice Assistants.

14%

Plan to buy a Digital Voice Assistant in the next 12 months.

Connectivity to existing DVAs

Nearly 93 percent of consumers say that connectivity to their existing DVAs is an important selection factor for their other smart home devices.

The use of smart phones is directly impacted

Voice calling and playing music/e-books—are the features of smartphones most impacted as consumers increasingly transition to DVAs for these. Fifty-seven percent of DVA users agree that they use their smartphones for fewer activities since acquiring a standalone voice assistant.

Inaccuracy, privacy and security are top of mind

Consumers want advanced capabilities

Consumers are looking for capabilities such as managing security and other connected home products and services, as well as having the DVA review bills and provide alerts about any issues.

Platform companies need to align on the following:

Obsess about security

It's top of mind for users and can make or break the momentum around a voice service.

Embrace the end-to-end

Voice will become integral in more complex, multi-step activities. Companies need to consider the user experience across the entire journey.

Get out of the house

As voice moves into vehicles and other on-the-move scenarios, vendors need to adapt their platforms for privacy, stability and flexibility.

Think outside of the voice-box

As controls blur between voice and screen, human-driven design becomes essential.

View All

Martin Stoddart

Principal Director – Software & Platforms


Paul Johnson

Senior Principal – Software & Platforms

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