Just eight years after companies first began selling smart speakers to consumers, more than 100 million voice-enabled virtual assistants are now checking the weather, playing music, and answering basic questions in homes around the world. Smart speakers help users pay bills, get bank account balances, and balance budgets. Soon, many will suggest new products based on customers’ past purchases.
What Companies Should Consider Before Investing in Smart Speakers
When technology goes awry, your reputation can take a big hit.
April 26, 2019
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Summary.
Businesses should refrain from embracing enthusiastic visions of replacing their customer service agents, sales forces or financial advisers with next-generation smart speakers in the near future. The risk to business: If a company prematurely introduces smart speakers for more sophisticated purposes and the technology fails, the company’s hard-earned reputation could suffer. We offer several tips for companies introducing smart speakers: avoid costly applications, prepare for fraud, find the right talent, and proceed in stages.
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New!
HBR Learning
HBR Learning
Digital Intelligence Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Digital Intelligence . Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Excel in a world that's being continually transformed by technology.