Multilingual

Users feel most comfortable speaking in their native language. For car manufacturers especially, providing a voice assistant that can understand drivers in a variety of geographies is essential to their future product roadmaps. People are  more likely to purchase a car that has a voice assistant that can speak their language.

By implementing a voice AI platform with multi-language capabilities, car manufacturers ensure that future vehicles can include the same driver experience, regardless of the market where they are sold. 

Accents

In addition to understanding the world’s most commonly spoken languages, an in-car voice assistant should be able to understand accented language and speech differences. Even within the English language, there are regional accents and dialects that can present challenges for voice assistants not trained with enough user data to discern between the pronunciations of the engineers that developed them and the people that will actually use them.

When the voice assistant isn’t responsive or the response isn’t accurate, car manufacturers risk drivers looking down at a screen or reverting to typing on a mobile device—thereby negating the safety of hands-free voice interfaces. 

By creating a voice assistant that can understand multiple languages, accents, and user queries in the midst of background noise, users will have a positive experience that will influence how often they use their voice assistant and if they recommend it to others. 

Hybrid cloud connectivity

Hybrid cloud connectivity gives users more than just access to information from the cloud. Implementing a voice assistant with both embedded voice AI and cloud connectivity delivers the same—or better—voice search capabilities as third party assistants while allowing drivers to control their environment hands-free. 

Providing drivers with cloud access is the real magic of in-car voice assistants. With the right content domains, custom voice assistants in-car allow users to find parking, get restaurant information, ask for navigation, discover destination details such as weather and events, and even find parking before they arrive. Embedded voice technology gives users control over in-car features, such as adjusting the temperature, turning up the volume, rolling down windows, and turning on seat warmers. Working together on the same voice AI platform, cloud connectivity and embedded control offer the most comprehensive and convenient in-car experience.

A hybrid model voice assistant has the advantage of being “always-on”. Meaning that with or without cloud connectivity, or when the internet signal is weak, drivers can still enjoy the hands-free features of a voice interface. Car manufacturers, in particular, want to ensure that the custom voice assistant that is controlling their product functionality is within their control to iterate and change on their product upgrade schedule, not that of a third-party provider.

Conversational interfaces

Companies should also consider the quality of their voice assistant’s conversational interface. Voice technology has evolved from simple command and control, where users need to memorize preset phrases, to natural, conversational interactions where users can speak as if talking to another human. Having a conversational interface that responds accurately and quickly is an important safety feature—eliminating the need for the driver to look away from the road and down at the screen to type corrections or to view a list of options. 

Making a voice assistant conversational hinges on a few key elements of the technology: the ability to convert speech to meaning, the availability of a large library of content domains, and the ability to understand the context of the conversation.

Through context awareness, the voice assistant is able to continue a conversation and remember the information already provided, so users don’t need to repeat themselves. Voice assistants that are context-aware allow the user to speak naturally and build on the conversation, without having to memorize preset phrases or constantly repeat statements. 

Regardless of how advanced your voice assistant is, your customers won’t venture beyond playing music and asking for driving directions unless you provide the necessary onboarding and user education. One of the greatest challenges for brands implementing voice user interfaces is discovery and adoption. 

Automotive companies can begin to create competitive differentiation and brand loyalty by making user education a critical element of their voice AI strategy. While most consumers still limit their use of voice assistants to simple functions, such as navigation, listening to music, and getting local weather, car manufacturers have the opportunity to make a voice user interface a critical feature of the buying decision. By educating users about more use cases and all the hands-free benefits of a voice assistant equipped with an extensive library of content domains, automakers can create demand for voice assistant features in new car purchases.

Privacy and personalization

Data privacy and security are top concerns for consumers. According to a report from Microsoft, 41% of voice AI users report concerns around trust, privacy, and passive listening. With such a large portion of users worried about how their data is being used, car companies looking to personalize voice experiences need to be considering how they will get user permission and differentiate between those customers who want their data used for personalization and those who do not.

Creating a custom voice assistant—instead of partnering or buying a third-party one—gives brands greater control over user data and the ability to communicate their privacy policies to customers. With permission from users, brands can use the data they collect to create personalized experiences that take the users’ tastes, preferences, and search history into account. Personalized recommendations can include what music to listen to, which restaurant has the best deal, and the closest gas station that offers touchless payments. Brands also have the option to anonymize the data if users didn’t opt-in to personalization options and use it to better understand the user experience and how to improve it. 

By offering personalized experiences through a trusted company that is transparent about how their data is being used, customers will not only feel that their privacy is secure but also receive an improved customer experience where they are more likely to recommend the brand to others, make future purchases, and increase their Net Promoter Scores. 

Improvement through iteration

Voice-first strategies should not be a one-time project but should be continuously tested and iterated to improve and develop the best customer experience possible. Iteration should be performed based on real-world data and user behaviors. Start with deploying the best version, and then identify areas of improvement based on the collected data. 

Testing should be done with quality assurance testers and groups of prospective users. Then, it’s off to the development team to find creative solutions for any problems. Car companies should be constantly observing, analyzing, and revising their voice assistants, as user data and test groups will provide valuable feedback on what needs to be improved upon. With an in-car voice assistant connected to the cloud, the voice user interface can be updated as frequently as needed. 

When considering whether to build, buy, or partner, brands should consider how their prospective partner handles updates and whether or not they would be on the same timeline. Having a partner that is flexible, agile, and works with your timeline is essential for getting the latest software updates to your customers quickly and efficiently. 

Monetizing voice AI

Custom voice assistants and personalization allow for proactive purchasing opportunities and revenue generation. Voice ads, voice commerce, and monetization opportunities can close the gap between the costs and return on voice AI adoption. Companies relying on increased Net Promoter Scores and positive reviews for proof of return on investment are ready to put monetization on their future voice assistants roadmaps.