More than half of consumers have used a voice-activated device in the past year. When consumers talk, it’s always a good idea to listen. And right now, they’re talking about voice banking. In response, you should ask an important question: Is our credit union ready to meet those expectations?
The popularity of voice banking—or conversational banking, which includes chat messaging functions—is evident across multiple market indicators, including the most recent quarterly consumer trends survey by Fiserv. The Expectations & Experiences: Channels and New Entrants survey found that half of consumers used a voice-activated device in the past year, with 79 percent doing so through their smartphones. The research, surveyed adults who used their checking accounts to pay a bill or make a purchase in the 30 days prior to the survey, also found that 8 percent of consumers used a hands-free voice-activated device, such as Amazon Echo or Google Home in the past year. That percentage doesn’t seem so small when you consider the product category was not even widely available until mid-2015.