Meanwhile, Amazon & Google just introduced monetization for voice apps last year. And neither is offering devs monetization options equal to what Apple was offering in the App Store. (8/14)
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#2) VOICE APP DISCOVERY & INVOCATION IS A MESS. In our research
@AnswerLab, we found 19% of smart speaker owners had never heard of “skills” or “actions”; 33% had heard of them but don’t know what they are. 1/5 of device *owners* had *never heard of* 3rd party apps. (9/14)1 reply 0 retweets 2 likesShow this thread -
i,e., smart speaker manufacturers have done a terrible job in onboarding new users and have sown confusion with their proprietary naming (Amazon=skills, Google=actions). Many users don’t even know they need a companion mobile app for their smart speaker. (10/14)
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Further, in user interviews, I had participants try to order a pizza from Dominos w/ Google Home. Google Assistant gave a list of nearby locations. You have to say “Hey Google, TALK to Dominos.” (11/14)
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Alexa is even worse with app discovery & invocation, though both Alexa & gAssistant *sometimes* recommend voice apps. (12/14)https://voicebot.ai/2017/09/05/amazon-alexa-now-recommends-third-party-skills/ …
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#3) GUIs WERE FAMILIAR, VUIs ARE RELATIVELY NEW. iOS Apps intro’ed gestural interactions to the masses, but were still basically computer applications built for a new form factor. VUIs are a dramatically different modality. One to which users need to acclimate. (13/14)
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Replying to @ChrisGeison
Good thread, thanks. Two thoughts: (1) VUIs are the command line interface problem all over again. We're back at the DOS prompt - you have to know what to say (command) and how to say it (syntax) before you even start to interact. Cognitive load is very high.
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Replying to @DaveHogue
Thx, Dave! And yes, it’s back to recall > recognition. 1 in 4 voice app users said they couldn’t recall the commands. Most voice app creators haven’t been doing a good job of capturing & including all variations. It doesn’t need to be that way, but that’s where we are right now.
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Replying to @ChrisGeison
Another difference is that voice services should NOT be trying to include all variations of spoken commands. This is where AI is the critical differentiator - people want the same thing in different contexts, and different things in the same context. We CAN'T plan for everything.
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Replying to @DaveHogue
Completely agree about AI being the critical differentiator. But until intent extraction gets better, VUI devs are stuck with commands. Unlike command line tho, they can easily add many variants for the same command. And I guess that's where I disagree: for now, IMO, they should.
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Agreed. Offering a few alternates / variants is reasonable, but they should not be trying to be comprehensive. We need to wait for AI for that to be reasonable.
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