Forrester estimates that 50% of U.S. homes will have at least one smart speaker by 2022. The rapid growth of this medium is changing the way consumers seek and consume information. It’s imperative for utilities to reinforce their brand as a modern service provider. Further, it’s a powerful way to engage consumers, encourage energy behaviors, and offer new products and services.
48% of those who own a voice-activated speaker would like to receive personalized tips and information from brands to make their lives easier. [Source: Google] Utility customers are no different. Consider the results from a recent survey conducted by Bidgely of smart speaker users where over half said they would like their utilities to provide a voice assistant. In addition, of suggested options, the top utility features requested are:
|Which appliances are using the most energy||42%|
|Predicted energy bill for the month||23%|
|Paying my bill||21%|
|Info on energy savings products and services||14%|
|Alert for predicted high energy bill||6%|
Bidgely has developed a Voice for Utilities guide to help utilities understand the various decisions and process involved in developing a voice solution that will build ongoing engagement with consumers. Examples of decisions are whether to build a voice assistant in-house or leverage an off-the-shelf solution, which features are required, and what it takes to deliver the solution to consumers.