Publication in the Journal of the Academy of Marketing Science

Many people do not enjoy writing. Unlike writing, speaking is more intuitive, synchronous, and fast, so an interaction can "flow." In the article "Voice bots on the frontline: Voice-based interfaces enhance flow-like consumer experiences & boost service outcomes" by Naim Zierau, Christian Hildebrand, Anouk Bergner, Francesc Busquet, Anuschka Schmitt and Jan Marco Leimeister, published in the Journal of the Academy of Marketing Science, shows that voice bots lead to a pleasant user experience. Additionally, it increases the success of companies in the areas of conversion rates and contract renewals, among others. Although many voice bots today still have shortcomings, the findings suggest that as technology matures, they can significantly improve the customer experience.

The full study can be viewed via Open Access: https://link.springer.com/article/10.1007/s11747-022-00868-5