The news: Our most recent forecast shows that conversational AI adoption is growing. In 2021, 64.2% of US adults between the ages of 25–34 used a voice assistant. Overall, 46.9% of US adults will use a voice assistant in 2022, 48.2% by 2025. Conversational AI is on track to become a mainstream technology in practically every vertical.
The problem: Conversational AI tools are popularly limited in use to voice assistants (Siri and Alexa) and chatbots due to issues with user experience in other tools like more advanced voicebots.
Why it’s worth watching: A series of technological breakthroughs over the past several years continues to expand the number of use cases for conversational AI beyond the most well-known call center and chatbot applications.
The big takeaway: If companies can effectively build consumer trust through addressing issues like privacy and AI ethics, the number of use cases for conversational AI is destined to expand to nearly every business vertical.
Now comes figuring out where these tools would be most advantageous for companies and mastering the user experience.