8Feb-April 2021OPINIONIN MYIt seems that roughly every decade, we reach a new frontier in human-technology interaction. In the 1970s, we communicated with computers via character mode, typing complex commands onto a green screen. Graphical user interfaces (GUIs) were a major step forward, making it vastly easier for non-computer scientists to use computers. Next, the mobile form factor required us to simplify interfaces and use new technologies such as cloud computing and geolocation to reduce the amount of navigation and clicks required to perform a given task. Now we are at the beginning of a new way of interacting with computers: Voice user interfaces, or VUIs, enabling man-machine interactions using natural language, to accomplish ever more sophisticated tasks orchestrated by Smart Assistants.With each leap forward, we've used increasingly sophisticated technology behind the scenes to remove friction for users and enable simpler, more intuitive interactions. That in turn has driven changes in user behavior and expectations, especially in the world of commerce. When you can stand at your kitchen counter and ask Alexa to buy more paper towels the minute you put the last roll on the holder it sets a new standard for convenience.This is a major inflection point, not a passing fad. We are now entering the third era of commerce, and CIOs need to help their companies prepare to meet these new expectations. We can scarcely remember it now, but there was a time when some pronounced the internet a passing fad, and smart phones a gadgets that couldn't even serve as phones. Each time, early adopters saw the technology opportunity, prepared for it, and came out a step ahead. Those who felt there was no reason to invest "right now" were left scrambling to catch up.Consumers are buying VUI-enabled devices at a rapid pace. Tens of millions of Alexa enabled devices have now sold in recent years. All the major automakers are building VUIs into new cars. Watches, TVs, thermostats and a wide range of household appliances are being connected to Smart Assistants. So, it's not too early to invest. Remember that no one was comfortable doing banking on mobile phone 10 years ago, but today close to half of US adults use smartphones for banking. THE TIPPING POINT: THE 3RD ERA OF COMMERCEBy Patrick Gauthier, Vice President, Amazon Pay
< Page 7 | Page 9 >