Amazon’s Alexa+ Reflects PYMNTS’ 2023 Insights on the Future of Voice Technology
Amazon’s Alexa received a significant update on February 26th, with the introduction of Alexa+. This new version, enhanced with generative artificial intelligence (GenAI), offers advanced capabilities like ordering groceries, booking services, and sending messages. This upgrade closely mirrors the predictions made in a PYMNTS Intelligence report from April 2023, titled “How Consumers Want to Live in the Voice Economy.” The study anticipated the growing influence of voice technology on consumer behavior, highlighting its potential to transform daily tasks and emergency situations.
The new Alexa+ voice assistant.
Alexa+ Brings AI to Voice Tech
Powered by Amazon’s Nova models and other AI technologies, Alexa+ is designed to elevate the voice assistant experience. The PYMNTS research indicated that consumers are seeking technology capable of handling more sophisticated tasks, and Alexa+ aims to deliver on this expectation, revolutionizing how users interact with voice assistants. Prime members will have access to Alexa+ for free, while others will pay a monthly fee of $19.99. One of the key features of Alexa+ is its ability to learn from past interactions, providing more personalized responses. It can also search video libraries, read documents, and perform other tasks.
Aligning With PYMNTS Research
This development from Amazon aligns with trends identified in the April 2023 PYMNTS research, which was based on a survey of 2,939 U.S. consumers. The research revealed that although smart and mobile devices remain central to modern consumer technology, voice technology is emerging as the next significant advancement. Despite the prevalence of touchscreen interfaces, voice-controlled devices offer unmatched convenience, particularly in hands-free situations such as driving or multitasking.
The PYMNTS report stated, “The next frontier is approaching, however, and nearly two-thirds of Americans have already used this up-and-coming technology in the past year.” The report added, “Consumers want to make everyday routines smart, simple and more connected, and hands-free voice technologies can fit the bill. Consumers can already use voice technology to find information, identify themselves via voice assistant, or find and book airline tickets, among other possibilities.”
Growing Appeal of Voice Tech
According to the report, almost two-thirds of Americans utilized voice technology within the past year. The primary drivers of voice adoption are speed and convenience. Many consumers find voice commands faster and easier than typing or tapping on screens. Notably, almost half of users find voice technology especially helpful in emergencies, where quick action is crucial. These findings suggest significant potential for voice technology to streamline and improve daily routines.
Furthermore, the report indicated that 60% of people believe voice assistants will become as capable and reliable as humans within the next five years. However, trust remains a key barrier. Only a small percentage of consumers believe voice assistants possess the same capabilities as humans, and many are hesitant to trust them with complex tasks. Despite these challenges, the report emphasized the immense potential for voice technology. Consumers are generally open to using voice assistants for a variety of tasks but remain cautious about entrusting them with sensitive information or more complex activities. As voice technology advances and becomes more dependable, increased consumer usage is anticipated.
One of the key takeaways from the report highlighted the willingness of specific demographic groups to pay for a more reliable and intelligent voice assistant. Younger individuals, especially millennials, and higher-income consumers are more likely to invest in premium voice services, while older generations and lower-income groups tend to be more hesitant to adopt them.
