However, challenges still need to be solved in which voice commerce lives up to its potential. FMCG brands must prioritise accuracy in search and product recommendations, as misinterpretations in voice commands could result in failed or incorrect orders, impacting user experience.
According to a 2022 study by Capgemini, 60% of consumers would abandon a brand after a poor experience with a voice assistant. Ensuring smooth, reliable transactions becomes vital for brands leveraging voice commerce. As technology advances, improving natural language processing (NLP) capabilities and incorporating advanced AI for personalisation will be essential to enhancing user satisfaction and retaining consumer trust.
Security and privacy also stand as critical issues for FMCG brands to address. While voice commerce’s seamless nature is appealing, it raises concerns about data security and user privacy. Personalising recommendations based on previous purchases or browsing behaviours requires sensitive data, making it essential for companies to safeguard user information rigorously.
Implementing multi-factor authentication, anonymised data storage, and transparent data policies will win consumer trust and ensure voice commerce’s success.
