The document discusses the rise of voice interfaces and assistants like Amazon Alexa and Google Assistant. It notes that voice is the natural next step beyond graphical user interfaces and mobile interfaces. It outlines the major players in the voice assistant market, with Amazon as the current leader. The document advocates that organizations design for voice and develop voice services to engage customers as voice interaction becomes more common across many devices and platforms.

1. De REVANGE
VAN RADIO
Omniplayer Event, 14 juni 2018
Maarten Lens-FitzGerald, www.lens-fitzgerald.com

5. Voice is not another disruption.
Voice is a natural progression.

6. 70s 80s 90s 00s 10s Present
Command line
GUI
Web
Mobile
Voice
INTERFACE DEVELOPMENT STEPS
Image from Amazon deck

7. Typing
Conversation
0 75 150 225 300
270
41
TYPING VS TALKING
Words per minute

8. devices sold~38 mln ~13 mln

9. Market leader with ~70% of the global market
~38 million devices sold
> 40.000 skills
>12.000 smart home device intergrations
3rd Generation Devices
Strong community
THE PLAYERS: AMAZON, MARKET LEADER

10. Second position with ~25% of the market
~13 million “Home” devices sold
> 2.000 actions
> 5.000 smart home device integrations
Second generation just announced
Voice is part of Assistant “AI” strategy which is chat
and voice as a service.
Potential 500 million reach with Android
Strong language push, 30+ this year
THE PLAYERS: GOOGLE, CATCHING UP

11. Baidu Raven-HAlibaba T-mall Genie Microsoft Cortana Apple Home Pod Xiaomi Mi AI speaker Deutsche Telecom Magenta
ITS A THING…
And many more …

12. FASTEST ADOPTION EVER?

13. IT WILL BE IN EVERYTHING
General Electric Stove:
Alexa, tell Geneva to preheat the
oven to 375 degrees.
Ecobee Light Switch:
Full Alexa service
Neato Botvac Connected
Alexa, tell Neato to start
cleaning.
Hunter Signal Ceiling Fan
“Alexa, turn on my kitchen
fan.”
Sonos
Alexa, play Beastie
Boys from Spotify.
Android TV:
Full Assistant service

14. Amazon Alexa developer evangelist David Isbitski: Skill engagement grew nearly 75% in 2017
… and 4 out of 5 Alexa customers with an Echo device in the US have used a third-party skill.

15. USAGE

16. REPLACEMENT

18. GROWTH

19. SMARTEN YOUR CORE/START
“AOT*P”
Alle kanalen,
alle numers,
alle fragmenten
makkelijk bereikbaar
voor de luisteraar
zit er al met alles?Alle kanalen
Lab die specifieke
formats ontwikkeld:
The Inspection Chamber

20. Creating voice services is
70% design and 30% development
90% 10%

21. Do a
“Voice design sprint”
“Test your dialog
100 times before
you code it”
Don’t design the
ultimate flow chart:
find the key
question
Create your brand
persona
DESIGN POINTERS

22. DEVELOPMENT PATHS
Create web service
for Amazon and
Google
Development
platforms
Use creation and
publishing tools
Hire Agency

23. Share of business
First available
service
Repeated
positive NPS
Repeated
business results
Hello world
Persona is
established
Tangible value
Top line business growth
Bottom line business savings
Grow services
and organization
Scale agents
Virtual agents
across the org.
Deepen, augment & virtualize
Created by Maarten Lens-FitzGerald, www.lens-fitzgerald.com
Time
CONVERSATIONAL CHANNEL ADOPTION ROADMAP

24. CHALLENGES
It doesn’t always understand Tough discovery Trust issues

25. “In the world ruled by tech platforms
it is vital to own the conversation
with your customer.”
- Martine van der Lee, KLM Social Media director

26. Een radio revanche? JA!
Pak die kans.
maarten@lens-fitzgerald.com

27. voiceguidelines.clearleft.comwww.voicebot.ai
www.thisweekinvoice.com
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