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Future of Voice in eCommerce
Beyond Smart Speakers
Otto Söderlund
otto@speechly.com
+358-40-5241350
Seminar handout
28-Jan-2020
Agenda
8:00am Breakfast and networking
8:10am Welcome words: Evolution, revolution and the future of voice,
Otto Söderlund & Hannes Heikinheimo, Speechly
8:30am Case S Group: How we improved our mobile grocery shopping
experience by using speech, Harri Laaksonen, S Group
9:00am Case Musgrave: Our vision of voice and experiences from
online voice shopping, Niall Mullally, Musgrave
9:30am Round table discussion: Sharing visions and experiences
10:00am- Networking
3
Speechly founding team has been building the previous
generation voice technologies like Apple Siri and Amazon Alexa
Hannes Heikinheimo
CTO
D. Sc. Tech
Otto Söderlund
CEO
M. Sc. Tech
Janne Pylkkönen
Chief Scientist
D. Sc. Tech
Markus Lång
Chief Architect
M. Sc. Tech
Co-founders
4
Type
Mobile
Buttons
Touch
Point & Click
Speak
Voice is the next paradigm shift in UIs
Speech is the natural way
for humans to communicate.
Speech should be as natural
part of UIs as a gesture on a
touch screen.
Every application, website,
product or service should
understand speech
5
“
Voice technology is spreading fast and creating hype…
95%speech recognition technology
accuracy, same as humans
-Google
77%of Chinese smartphone users
use voice functionalities today
-iProspect
75%of US households will have
smart speaker by 2020
-Gartner
50%of all searches will be voice
based by 2020
-Comscore
$40BUS voice shopping market
by 2022
-OC&C
6
…whereas the true voice
revolution will happen in
intuitive
real-time
multi-modal
voice user interfaces
…but smart speakers and assistants are not the killer app
Current voice assistants and smart
speakers only solve simple turn
based problems…
Efficient communication is
far more than just words
8
To mimic human communication we’ve developed a new technological
approach for streaming Spoken Language Understanding
…whereas our state-of-the-art tools allow
solving complex real-world problems
Previous generation tools only enable
sequential turn-based dialogs….
9
For retailers, this enables e.g. a differentiated voice shopping
experience integrated within the branded channels
KEY FEATURES
ü Talk to add items
ü Instant visual feedback
ü Edit or delete easily
using touch
Watch video
demo
BENEFITS
ü Increased sales
ü Reach new segments
ü Customer satisfaction
ü Customer retention
Productized API available for easily adding voice
modality to existing online stores
Touch-enabled Devices Voice-enabled Devices
Smart Speakers, Voice Assistants
Searching is slow Difficult to edit orders
A lot of browsing Interruptions
Product hierarchies Hard to manage large orders
10
Market leading grocery retailers are already differentiating their
mobile and online stores with voice UIs with great results
Client:
(#1 retailer in Finland with 11B€+
revenue)
Approach:
Launch dedicated mobile shopping
list application supporting in-store
and online purchase
Initial results:
49 NPS
5+ sessions per week
86% think it saves time and effort
Reaches a new target audience
which is older and doesn’t shop
online
Client:
(#1 grocer in Ireland with 5B€+
revenue)
Approach:
Integrate voice shopping
functionalities into responsive web
app catering desktop & mobile use
Initial results:
Great feedback in initial beta
testing
White label implementation in 2
months
(beta testing currently in progress)
SPEECHLY CLIENT EXAMPLES
11
Retailers can use voice technology to create value across
their different operational areas
Customer experience
• Inspiration
• Product discovery
• Shopping
Customer Service
• Self-service
• Agent real-time help
• Voice contact optimization
Operations
• Control processes
• Capture data
• Increase productivity
• Sales, conversion, AOV
• Retention & loyalty
• Satisfaction & referrals
• Cost savings
• Retention & loyalty
• Agent satisfaction
• Cost savings
• Improved data quality
• Staff satisfaction
UsecasesBenefits
Let’s talk about how can we help you differentiate
and create competitive advantage through voice!
Otto Söderlund
otto@speechly.com
+358-40-5241350
Hannes Heikinheimo
hannes@speechly.com
+358-50-3574441

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Future of Voice in eCommerce - Beyond Smart Speakers

  • 1. Future of Voice in eCommerce Beyond Smart Speakers Otto Söderlund otto@speechly.com +358-40-5241350 Seminar handout 28-Jan-2020
  • 2. Agenda 8:00am Breakfast and networking 8:10am Welcome words: Evolution, revolution and the future of voice, Otto Söderlund & Hannes Heikinheimo, Speechly 8:30am Case S Group: How we improved our mobile grocery shopping experience by using speech, Harri Laaksonen, S Group 9:00am Case Musgrave: Our vision of voice and experiences from online voice shopping, Niall Mullally, Musgrave 9:30am Round table discussion: Sharing visions and experiences 10:00am- Networking
  • 3. 3 Speechly founding team has been building the previous generation voice technologies like Apple Siri and Amazon Alexa Hannes Heikinheimo CTO D. Sc. Tech Otto Söderlund CEO M. Sc. Tech Janne Pylkkönen Chief Scientist D. Sc. Tech Markus Lång Chief Architect M. Sc. Tech Co-founders
  • 4. 4 Type Mobile Buttons Touch Point & Click Speak Voice is the next paradigm shift in UIs Speech is the natural way for humans to communicate. Speech should be as natural part of UIs as a gesture on a touch screen. Every application, website, product or service should understand speech
  • 5. 5 “ Voice technology is spreading fast and creating hype… 95%speech recognition technology accuracy, same as humans -Google 77%of Chinese smartphone users use voice functionalities today -iProspect 75%of US households will have smart speaker by 2020 -Gartner 50%of all searches will be voice based by 2020 -Comscore $40BUS voice shopping market by 2022 -OC&C
  • 6. 6 …whereas the true voice revolution will happen in intuitive real-time multi-modal voice user interfaces …but smart speakers and assistants are not the killer app Current voice assistants and smart speakers only solve simple turn based problems…
  • 7. Efficient communication is far more than just words
  • 8. 8 To mimic human communication we’ve developed a new technological approach for streaming Spoken Language Understanding …whereas our state-of-the-art tools allow solving complex real-world problems Previous generation tools only enable sequential turn-based dialogs….
  • 9. 9 For retailers, this enables e.g. a differentiated voice shopping experience integrated within the branded channels KEY FEATURES ü Talk to add items ü Instant visual feedback ü Edit or delete easily using touch Watch video demo BENEFITS ü Increased sales ü Reach new segments ü Customer satisfaction ü Customer retention Productized API available for easily adding voice modality to existing online stores Touch-enabled Devices Voice-enabled Devices Smart Speakers, Voice Assistants Searching is slow Difficult to edit orders A lot of browsing Interruptions Product hierarchies Hard to manage large orders
  • 10. 10 Market leading grocery retailers are already differentiating their mobile and online stores with voice UIs with great results Client: (#1 retailer in Finland with 11B€+ revenue) Approach: Launch dedicated mobile shopping list application supporting in-store and online purchase Initial results: 49 NPS 5+ sessions per week 86% think it saves time and effort Reaches a new target audience which is older and doesn’t shop online Client: (#1 grocer in Ireland with 5B€+ revenue) Approach: Integrate voice shopping functionalities into responsive web app catering desktop & mobile use Initial results: Great feedback in initial beta testing White label implementation in 2 months (beta testing currently in progress) SPEECHLY CLIENT EXAMPLES
  • 11. 11 Retailers can use voice technology to create value across their different operational areas Customer experience • Inspiration • Product discovery • Shopping Customer Service • Self-service • Agent real-time help • Voice contact optimization Operations • Control processes • Capture data • Increase productivity • Sales, conversion, AOV • Retention & loyalty • Satisfaction & referrals • Cost savings • Retention & loyalty • Agent satisfaction • Cost savings • Improved data quality • Staff satisfaction UsecasesBenefits
  • 12. Let’s talk about how can we help you differentiate and create competitive advantage through voice! Otto Söderlund otto@speechly.com +358-40-5241350 Hannes Heikinheimo hannes@speechly.com +358-50-3574441