Take on any CX challenge with Pipeline+ Subscribe today.

Speaking to Buy

Speaking to Buy

/ Current Issue, Operations, Technology, Artificial Intelligence
Speaking to Buy

Understanding the impact of voice commerce on customer shopping engagements.

In today’s digital era, we are heavily reliant on texts and emails for communication. However, there are instances when we resort to phone calls or voice messages, primarily because conveying a lot of information is often easier through speech.

This preference for verbal communication forms the essence of the emerging trend of voice commerce. And the convenience of using voice assistants, such as Siri by Apple or Google Assistant, has only added to its popularity.

Apart from facilitating everyday tasks like playing music during a commute or setting scheduling reminders, voice technology is becoming a critical component of the eCommerce sector and is poised to redefine the landscape of online shopping.

As we head further into 2024, there are also much higher expectations for organizations to rely on artificial intelligence (AI)-driven technologies to continuously improve user experiences.

With AI becoming more and more mainstream, and its capabilities understood by a wider range of customers, organizations will need to continuously look for more advanced ways to help potential customers find what they’re looking for.

Understanding Voice Commerce

Voice commerce is essentially eCommerce’s next evolutionary step, utilizing voice recognition to let users buy items or services online just by speaking.

This newer shopping trend is seeing rapid adoption, especially with the widespread use of smart speakers and virtual assistants, such as Alexa, Siri, and Google Assistant.

...organizations will need to continuously look for more advanced ways to help potential customers find what they’re looking for.

At its heart, voice commerce is all about making things faster and easier for consumers. Instead of manually entering queries or clicking through various web pages, you can just say what you want. From ordering your favorite meal or securing a flight ticket to grabbing a pair of those trendy shoes, it’s all about a streamlined, hands-free shopping process.

This doesn’t just represent a fleeting shopping trend: it’s a major shift in how shoppers engage with online platforms. As natural language processing (NLP) and machine learning progress, voice commands are becoming increasingly accurate and easier to use. This promises a shopping experience that’s more seamless, reducing the time and hassle for buyers.

The Mechanics Behind Voice Commerce Technology

Voice commerce combines voice recognition capabilities with AI to offer an effortless, hands-free shopping experience. But how exactly does this cutting-edge technology work? Let’s delve into the intricacies of voice commerce technology.

Voice Recognition

Central to voice commerce is the component of voice recognition. This technology deciphers spoken language by fragmenting audio clips into distinct sounds, studying the results, and leveraging algorithms to pinpoint the most probable sequence of words.

With advances over the years in eCommerce software development, voice recognition has become very accurate at comprehending various accents, dialects, and subtle variations in speech. This progress has notably heightened its precision, giving shoppers an even more fluid experience.

Natural Language Processing (NLP)

NLP is a cornerstone of voice commerce technology. It empowers machines to grasp and decode human speech effectively. This involves a series of steps such as understanding grammar, deciphering meaning, and gauging context.

Thanks to NLP, voice commerce systems can understand even intricate or complicated customer inputs, making it feel like interacting with a real-life sales associate.

Machine Learning and AI

Machine learning and AI are pivotal in enhancing voice commerce’s efficiency. These advanced tools allow these systems to adapt and evolve with every user interaction, improving their precision and responsiveness.

For example, if a customer regularly opts for a specific coffee brand, the system will take note of that behavior. Later, when the customer simply mentions “coffee,” the system might propose that preferred brand, making the shopping experience tailored and enjoyable.

Integration with eCommerce Platforms

For seamless transactions, it’s essential that voice commerce technology meshes well with eCommerce platforms. After a user voices a purchase intention, the technology connects with the eCommerce platform to help execute the transaction.

This relationship allows voice commerce tools to receive details about products, their costs, and stock status, ensuring users get timely and accurate responses.

The Advantages of Incorporating a Voice Commerce System

Businesses can reap numerous benefits by integrating a voice commerce system into their operations. Let’s explore some of these advantages.

1. Enhanced Customer Experience (CX)

Voice commerce offers an unparalleled level of convenience for customers. With simple voice commands, customers can search for products, compare prices, and make purchases without navigating complex websites or apps. This hands-free, frictionless shopping experience can significantly enhance customer satisfaction and loyalty.

2. Increased efficiency

Voice commerce systems powered by advanced technologies like AI and machine learning enable them to process commands quickly and accurately. This leads to faster transaction times, saving businesses and customers valuable time. Moreover, these systems can handle multiple customer interactions simultaneously, increasing operational efficiency.

3. Personalized shopping experience

By leveraging machine learning algorithms in custom app development, voice commerce systems can learn from each customer interaction. They can then offer personalized product recommendations based on the customer’s shopping history and preferences. This level of personalization can lead to higher conversion rates and increased brand awareness.

4. Greater market reach

With the growing popularity of smart speakers and voice assistants, integrating a voice commerce system can help businesses reach a wider audience. This includes individuals with difficulty using traditional eCommerce platforms due to visual impairments or other disabilities.

5. Future-proofing the business

Voice commerce is not just a passing trend: it’s the future of online shopping. As more and more consumers embrace this technology, businesses that adopt voice commerce early will have a competitive edge. They’ll be better positioned to meet changing consumer expectations and capitalize on new market opportunities.

Key Factors to Consider for Effective Voice Search

Voice search has fundamentally changed how people search online, offering a user-friendly and intuitive method to find information. With its rising popularity, businesses need to adjust and refine their digital strategies to meet the needs of voice search consumers.

To truly master voice search optimization, it’s important to have the right configurations in eCommerce platforms that can recognize distinct behaviors and queries.

Below are some important considerations.

Conversational Keywords

Unlike traditional text-based searches, which often involve short, disjointed phrases or keywords, voice searches mirror natural, conversational language. This means that they are often longer, complete sentences or questions.

It’s crucial to incorporate long-tail keywords and phrases that mimic natural speech patterns into your SEO strategy. Instead of focusing solely on traditional keywords, consider how your target audience might phrase their queries when speaking. This shift towards more conversational language can help your site appear in relevant voice search results.


Voice searches frequently take the form of questions instead of simple statements. It’s common for users to start their queries using terms such as “who,” “what,” “where,” “when,” “why,” and “how.”

To cater to this trend, your content should offer straightforward responses to common questions tied to your business. Including a well-thought-out FAQ section can be a great strategic move to tackle these voice-driven inquiries.

Local SEO

Many voice search users utilize this technology to find local businesses or services, making local SEO a crucial optimization component.

Keep your business’s location details up-to-date on your website and any other online platforms. Also, incorporate location-specific keywords and phrases into your content to increase its relevance to local voice search queries.

...it's important to have the right configurations in eCommerce platforms that can recognize distinct behaviors and queries.

Fast Loading Speed

Voice search users are typically seeking quick answers to their queries. If your website takes too long to load, users may abandon it in favor of a faster alternative, and search engines may penalize your site in their rankings.

Therefore, ensuring that your website loads quickly and performs well on both desktop and mobile devices is crucial.

Structured Data

Structured data, also known as schema markup, can provide search engines with additional information about the content on your website, making it easier for them to understand and index.

This can significantly enhance your visibility in voice search results, particularly for queries seeking specific information types, such as recipes, product features, or business hours.

Mobile Optimization

A significant portion of voice searches are conducted on mobile devices, so mobile optimization is a key factor in voice search optimization. Your website should be responsive, ensuring that it adjusts to fit any device’s screen size. It should also be easy to navigate, with clear, easy-to-click buttons and links.

The Future of Global Commerce

In conclusion, voice commerce represents a transformative shift in eCommerce, leveraging advanced technologies like voice recognition, machine learning, and AI to deliver a streamlined, hands-free shopping experience.

As consumers increasingly gravitate towards verbal interactions, businesses stand to gain significantly by embracing and optimizing their processes for voice commerce. It offers enhanced CXs, increased efficiency, personalization, and expanded market reach, positioning early adopters at the forefront of the next wave in online shopping.

Moreover, as voice searches become more prevalent, businesses must adapt their digital strategies, focusing on conversational keywords, question phrases, local SEO, and mobile optimization. Thus ensuring that they remain visible and relevant in this evolving digital landscape.

Rachel Valentine

Rachel Valentine

Rachel Valentine is General Manager and Head of People Operations at Vincit US. She was integral to Vincit’s expansion in the Orange County, California, and Arizona markets. During her time, Vincit has been recognized by Fast Company as a Best Workplace for Innovators 2020 and by Inc. Magazine as a Best Workplace in 2019.

Contact author



Can Contact Centers Mitigate Fraud Risks?

View Digital Issue


Most Read

Ultimate CX ICMI 20240514
Upland 20231115
Cloud Racers
Enlighten Copilot 20240408
Verint CX Automation
Interactions NK 20240429