Trends Report

The State Of Voice Assistants In Financial Services, 2020

Financial Services Firms Are Experimenting With Voice Experiences But Lag Behind Other Industries On Customer Adoption

September 3rd, 2020
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
Luis Deya, null
Luis Deya
With contributors:
Oliwia Berdak , Julie Ask , Peggy Dostie

Summary

The hype surrounding voice assistants remains high, but digital teams in financial services firms should remain wary of any push to roll out voice faster than their customers want or their systems can support. Artificial intelligence is evolving fast, but today’s voice assistants primarily fetch answers to simple questions or control devices, limiting use cases for financial services. This report provides an overview of customer adoption and perception of voice assistants in financial services, the state of enterprise offerings, and a glimpse into the future.

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