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OK Google, what is the future of voice in banking?
Journal of Digital Banking,
6
(1),
66-71
(2021)
Abstract
The adoption of voice and the multiplication of use cases in the banking sector are encouraged by the emergence of new technologies that have reached maturity (artificial intelligence (AI), voice synthesis, voice biometrics, etc) and by the expansion of the market for connected devices (smartphone, watch, speakerphone, etc). USA, India and China are among the leading markets. In the USA, roughly 1 in 4 adults now owns a smart speaker. In India and China, nearly 80 per cent of their populations have adopted voice technology. The banking and insurance sectors have several players in the field of digital voice technology, including American Express, Capital One, JP Morgan and Bank of America. This paper discusses two strategies which are used by these actors: the first is to offer its services on a new device, whereas the second is to create a virtual assistant with a real identity.
Keywords: Google Home; Amazon Echo; Alexa; voice banking
The full article is available to subscribers to the journal.
Author's Biography
Yvon Moysan is the Academic Director of the Master’s degree in Digital Marketing and Innovation and a member of the Crédit Agricole Nord de France Digital Banking & Big Data Chair at IESEG School of Management. He is also the CEO of Saint Germain Consulting, a consulting company in digital marketing focusing on the banking and insurance industries. Yvon graduated from Harvard University and Ecole Superieure des Sciences at Commerciales (ESSEC) and has more than 20 years of professional experience in digital marketing (BNP PARIBAS, HSBC France, AXA worldwide headquarters, etc.). He also publishes in several practice-oriented journals, such as Journal of Digital Banking, Revue Banque, Banque et Stratégie and L’Argus de l’Assurance, and is frequently interviewed and quoted in the press, such as in La Revue du Digital, Atlantico, Banque Hebdo and L’Agefi. Yvon is a public speaker and has participated in several international academic and professional conferences, such as In Banque, EFMA, Mobile Shopping Europe, e Tail and Dialogkonferansen.
