Trends Report

US Consumer Adoption Of Voice Touchpoints Is Growing, But Most Aren’t Ready To Use It For Financial Services Yet

February 20th, 2020

Summary

Almost half of US adults use voice assistants, with smartphones and smart speakers leading the charge; Amazon dominates the US smart speaker market. Consumers aren’t ready to transact over voice yet: Media and news consumption and simple control actions, such as setting an alarm clock, continue to dominate use of voice assistant speakers. A minuscule fraction of US online adults use voice assistants to interact with financial services providers; half are not comfortable with using a voice assistant for financial activities. Financial services firms lag behind all other industries in terms of voice assistant adoption and usage because customers don’t see enough utility and worry about data security.

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