Some 41 percent of U.S. consumers reported using a speech system such as a voice-enabled bill pay or flight information line within the past three months. Among this group, 66 percent said they encounter speech systems on a regular basis. Additionally, 61 percent rated their most recent speech encounter as “highly satisfying,” with more than 70 percent describing speech as “easy to use and understand, convenient and accessible.” These are the main conclusions of a report commissioned to Harris Poll by Nuance.
“Since this survey drew responses from among the total population, and not merely from among users of specific speech systems, it presents a broad and more objective picture of consumers’ experiences with voice-driven systems,” said Gordon Black, chairman and CEO of Harris Interactive.
The survey also revealed that nine out of 10 consumers view speech recognition as a preferable automation solution to touch-tone, with 93 percent saying they merely “tolerate” or even “hate” touch-tone systems.