Category: VoiceFirst

What’s Next?

As we celebrate the 10 year anniversary of the App store this week, it seems only natural that we begin wondering what the next 10 years will look like. What modalities, devices, interfaces and platforms will rise to the top of our collective preferences? There’s clearly an abundance of buzzwords that are thrown around these days that indicate a potential direction things may go, but the area that I want to focus on is the Voice interface. This includes smart assistants and all the devices they’re housed in.

Gartner’s L2 recently published the chart below, which might seem to pour some water on the momentum that has been touted around the whole Voice movement:

Before I go into why this chart probably doesn’t matter in the grand scheme of things, there were some solid responses as to why these trend lines are so disparate. Here’s what Katie McMahon, the VP of SoundHound, had to say:

One of the primary reasons the app economy took off was due to two-sided network effects predicated on developer buy-in based on huge monetary incentive. Of course there was an explosion of new applications and things you could do with your smartphone, as there was a ton of money to be made to develop those apps. This was a modern day gold rush. The same financial incentive around developing voice skills doesn’t yet exist.

Here’s a good point Chris Geison, senior Voice UX researcher at AnswerLab, made around one of the current, major pitfalls of Voice skill/action discovery:

So, based on Chris and AnswerLabs’ research, a third of users don’t really know that an “app-like economy” exists for their smart speakers. That’s rather startling, given that it was reported by Voicebot at the end of June that there are now 50 million smart speaker users in the US. Is it really possible that tens of millions of people don’t fully understand the capabilities and the companion ecosystem that comes with the smart speaker that they own? It would appear so, as the majority of users are using their smart speakers for native functionality that doesn’t require a downloaded skill as illustrated by this awesome chart from Voicebot’s Smart Speaker Consumer Adoption Report 2018:

As you can see from the chart above, only 46.5% of respondents from this survey have used a skill/action.

Jobs to be Done

In order to understand how we move forward and what’s necessary to do so, it’s important to look at how we use our phones today. As I wrote about in a previous post, each computer interface evolution has been a progression of reducing friction, or time spent doing a mechanical task. Today’s dominant consumer interface – mobile –  is interfaced with Apps. Apps represent jobs that need doing, whether that be a tool to get us from A to B (maps), filling time when you’re bored (games/social media/video), exercising or relaxing the mind(sudoku/chess/books/music/podcasts), etc. Every single app on your phone is a tool for you to execute the job you’re trying to accomplish.

So, if we’re looking to reduce friction as we enter into a new era of computing interaction, we should note that the majority of friction with mobile is primarily consolidated around the mechanical process of pulling out your phone, digging through and toggling between your apps to achieve the job needing to be done. That mechanical process is the friction that needs to be removed.

Workflow + Siri Shortcuts

I was initially underwhelmed by Apple’s WWDC this year because I felt that Siri had once again been relegated to the backseat of Apple’s agenda, which would be increasingly negligent given how aggressive Amazon, Google and the others have been moving into this area. What I didn’t fully understand was how crucial Apple’s Workflow acquisition was back in 2017 and how it might apply to Siri.

Siri Shortcuts ultimately represent a way in which users can program “shortcuts” between apps, so that they can execute a string of commands together into a “workflow” via a voice command. The real beauty of this is that each shortcut can be made public (hello, developers) and Siri will proactively suggest shortcuts for you based on what Siri learns about your preferences and contextual behavior. Power-users empowering mainstream-users with their shortcuts, as suggested by Siri. Remember, context is king with our smart assistants.

Brian Roemmele expanded on this acquisition and the announced integration of Workflow with Siri on Rene Ritchie’s Vector podcast this week. Brian said something in this podcast that really jumped out at me (~38 min mark):

“Imagine every single app on the app store. Now deconstruct all those apps into Jobs to be Done, or intents, or taxonomies. And then imagine, with something like crayons, you can start connecting these things artistically any way you want… Imagine you can do that without mechanically doing it.”

This cuts right to the core of what I think the foreseeable future looks like. Siri Shortcuts powered by Workflow take the role of those crayons. If we’ve extracted out all the utility and jobs that each app represents and put them together into one big pile, we can start to combine various elements of different apps to result in increased efficiencies. This to me really screams “removing mechanical friction.” When I can speak one command and have my smart assistant knock out the work I’m currently doing when I’m digging, tapping and toggling through my apps, that’s significant increases in efficiency

• “Start my morning routine” – starts my morning playlist, compares Lyft and Uber and displays the cheaper (or quicker, depending on what I prefer) commute, orders my coffee from Starbucks, and queue’s up three stories I want to read on my way to work.
• “When’s a good time to go to DC” – pulls together things like airfare, AirBnB listings, events that might be going on at the time like concerts or sports games surfaced from Ticketmaster/SeatGeek/Songkick, weather trends, etc.

The options are up to one’s imagination and this interface really does begin to resemble a conversational dialogue as the jobs that need to be done become increasingly more self-programmed by the smart assistant over time.

All Together Now

Apple isn’t the only one deploying this strategy; Google’s developer conference featured a strikingly similar approach to unbundling apps called Slices and App Actions. It would appear that the theme here heading into the next 10 years is to find ways to create efficiencies by leveraging our smart assistants to do the grunt work for us. Amazon’s skill ecosystem is currently plagued by discovery issues as highlighted above, but the recent deployment of CanFulfillIntentRequest for developers will hopefully allow for easier discovering of skills and functionality for mainstream users. The hope is that all the new voice skills and the jobs that they do can be surfaced much more proactively. That’s why I don’t fixate on the amount of skills created to this point, because the way in which we effectively access those skills hasn’t really matured yet.

What’s totally uncertain is whether the companies that sit behind the assistants will play nice with each other. In an ideal world, our assistants would specialize in their own domains and work together. It would be nice to be able to use Siri on my phone, which would work with Alexa when I’m needing something from the Amazon empire or control an IoT-Alexa based device. It would be great if Siri and Google Assistant communicated in the background so that all my gmail and calendar context was available for Siri to access.

Access Point

It’s possible that we’ll continue to have “silos” of skills and apps, and therefore silos of contextual data, if the platforms aren’t playing nice together. Regardless, within each platform the great unbundling seems to be underway. As we move towards a truly conversational interface where we’re conversing with our assistants to accomplish our jobs to be done, we then should think about where we’re accessing the assistant.

I’m of the mind that as we depend on our smart assistants more and more, we’ll want access to our assistants at all times. Therefore, I believe that we’ll engage with smart assistants across multiple different devices, but with continuity, all throughout the day. I may be conversing with my assistants in my home via smart speakers or IoT devices, in my car on the way to work, and in my smart-assistant integrated hearables or hearing aids throughout the course of my day while I’m on-the-go.

While the past 10 years was all about consolidating and porting the web to our mobile devices via apps, the next 10 might be about unlocking new efficiencies and further reducing friction by unbundling the apps and allowing our smart assistants to operate in the background doing our grunt work and accomplishing for us the jobs we need done. It’s not as if smartphones and tablets are going to go away, on the contrary, but its how we use them and derive utility from them that will fundamentally change.

-Thanks for Reading-

Dave

 

 

 

 

 

 

 

 

 

 

In-The-Ear Assistants

There was a really good post published last week in the #VoiceFirst world by Cathy Pearl, the author of the book, “Designing Voice User Interfaces.” In her post, she goes through  some of the positive effects that smart assistants are having on the disabled and elderly communities. The unique and awesome thing about the Voice user interface is it enables these demographic groups that had previously been left behind by past user interfaces. Due to physical limitations or the deterioration of one’s senses and dexterity, mobile computing (and all prior generations of computing) is not very conducive to these groups of people. Additionally,  Voice is being adopted by all ages, from young children to elderly folks, in large part due to the fact that there is virtually no learning curve. “Just tell Alexa what you want her to do.”

Cathy’s article dovetails nicely into what I see as being the single biggest value-add that hearing aids and hearables have yet to offer – smart assistant integration. As I wrote about back in January, one of the most exciting announcements this year was Amazon’s Mobile Accessory Kit (AMAK). This software kit makes it dramatically easier for OEMs, such as hearable and hearing aid manufacturers, to integrate Alexa into their devices.

(I should note that, as of now, “integration” represents a pass-through connection from the phone to the audio device. In the future, as our mini ear-computers become more independent from our phones, so too should we see full smart assistant integration as our audio devices further mature and become more capable as standalone devices.)

AMAK will help accelerate the smart assistant integration that’s already taking place in the hearables market, which now includes Airpods (Siri), Bose QC35 (Google Assistant), Bragi Dash Pro (Siri/Google/Alexa), Jabra Elite 65t (Siri/Google/Alexa), NuHeara IQ Buds (Siri/Google) and a handful of others. Hearing aids will soon see this type of integration too. Starkey CTO, Achin Bhowmik, alluded to being able to activate and engage smart assistants with taps on the hearing aids, verbal cues and head gestures. Given the partnerships between hearing aid and hearable companies (i.e. Starkey and Bragi) or full-on acquisitions (i.e. GN Resound owning Jabra), it seems that we’ll see this integration with all of our new “connected” hearing aids too.

A Convergence of Needs

For our aging population, there’s a convergence of needs that tends to exist. For starters, one out of every three US adults 65+ years old has a certain degree of hearing loss. Add in the fact that dating back to January 2011, 10,000 baby boomers turn 65 every day. By 2029, 18% of America will be above the age of 65 years old. Our population is living longer, the baby boomers are all surpassing the age of 65, and we’re all being exposed to levels of sound pollution not yet seen before. Mix that all together and we’re looking at increasing number of people who could benefit from a hearing aid.

Next, it’s important to consider what happens to our day-to-day tasks that we depend on technology for when a new interface arrives. I mentioned this in a previous post, in which I wrote:

“Just as we unloaded our various tasks from PCs to mobile phones and apps, so too will we unload more and more of what we currently depend on our phones for, to our smart assistants. This shift from typing to talking implies that as we increase our dependency on our smart assistants, so too will we increase our demand for an always-available assistant(s).”

My point was that just about everything you now depend on your phone for – messaging, maps, social media, email, ordering food, ridesharing, checking weather/ stock prices/ scores/ fantasy sports/ etc – will likely manifest itself in some way via Voice. This is a big deal in general, but for our aging and disabled population, this can be truly life-changing.

That was the aha! moment for me reading Cathy’s post. The value proposition for smart assistants is much more compelling at this point for these communities of people compared to someone like myself who has no problem computing via a smartphone. I certainly enjoy using my Alexa devices, and in some instances it might cut down on friction, but there’s nothing that it currently offers that I can’t otherwise do on my phone.

It’s similar to why mobile banking is growing like crazy in places like Kenya and India. For a large portion of people in those countries, there is no legacy, incumbent system in place in which people need to migrate from, unlike here in the US where the vast majority of people have traditional bank accounts. Along the same vein, many elderly people and those with physical limitations would not be migrating from existing systems, but rather adopting a new system from scratch that yields entirely new value.

If I’m already a hearing aid candidate or considering a hearable, smart assistant integration makes owning this type of device that much more compelling. Even in its current crude, primitive state, smart assistants provide brand new functionality and value for those that struggle to use a smartphone. There’s an unmet need in these communities to connect and empower oneself via the internet and smart assistants supply a solution.

The Use Cases of Today

Building off this idea that we’re just shifting tasks to a new interface, let’s consider messaging. As Cathy highlighted in her post, we’re already seeing some really cool use cases being deployed by assisted living facilities like Front Porch in California, where the facility is outfitting residents with Amazon Echos. The infrastructure is being built out to facilitate audio messaging between residents, staff and residents’ families.

Taking it one step further, if the resident has their smart assistant integrated in their hearing aid, they can seamlessly communicate with fellow residents, staff members and their family members anywhere they want in the assisted living facility. Not to mention being able to actually hear and understand the assistant responding since it’s housed directly in the ear. Whereas I prefer to text, audio messaging mediated by Alexa or Siri provides a much more conducive messaging system for these groups.

The Alexa skill, My Life Story, is built specifically for those suffering from Alzheimer’s. It allows for the user’s family members to program “memories” for their loved one, so that Alexa reads back the memories to help trigger their memory. Again, putting this directly in the hearing aid allows for this type of functionality to exist anywhere the user is with their hearing aid, empowering them to be more mobile while remaining tethered to something they may become dependent on. (Reminds me of this scene from the movie “50 First Dates.”)

Another great example of how smart assistants can provide a level of independence for the user is this story describing how a stroke victim uses smart assistants. The victim’s family created routines, such as saying “Alexa, good morning” which triggers the connected devices in her room to open the blinds, turn the lights to 50%, and turn on the TV. “Alexa, use the bathroom” turns her room’s lights yellow to notify the staff that she needs to use the bathroom. So, while connected light bulbs and TVs might seem excessive or unnecessary for you or I, they serve as tools to help restore another’s dignity.

These are just a few specific use cases among many tailored to these communities that tie in with the more broad ones that already exist for the masses, such as ordering an Uber, streaming audio content, checking into flights, answering questions, checking the weather, or the other 30,000+ skills that can be accessed via Alexa.

The Use Cases of Tomorrow

We’re already seeing network effects broadly take hold with smart assistants, and I think its fair to say that we’ll see pockets of network effects within specific segments of the total user base too. If there are disproportionately high numbers of users or the engagement levels are higher within a certain segment of the user base, you can expect software developers to migrate toward creating more functionality for these pockets of users. There’s more money and incentive to cater to the power users.

Where the software development will get really interesting is when the accompanying hardware matures too. In this instance, the hearing aids and hearables. CNET’s Roger Cheng and Shara Tibken dove into what a more technologically mature hearing aid might look like with Starkey’s Achin Bhowmik. In this excerpt, Bhowmik describes the hearing aid’s transformation into a multipurpose device:

“Using AI to turn these into real-time health monitoring devices is an enormous opportunity for the hearing aid to transform itself,” he says.

By the end of this year, Starkey also will be bringing natural language translation capabilities to its hearing aids. And it plans to eventually integrate optical sensing to detect heart rate and oxygen saturation levels in the blood. It’s also looking at ways to noninvasively monitor the glucose levels in a user’s blood and include a thermometer to detect body temperature.

So, the hardware will supply a whole host of new capabilities rife with opportunities for developers to overlay smart assistant functionality on top of. Going back to the idea of there being convergence of needs – if I am 80 years old, have hearing loss, diabetes, and dexterity issues – a hearing aid that provides amplification, monitors glucose levels, and houses a smart assistant that interprets those glucose readings for me and gives me the functionality I currently derive from my iPhone, then that’s a very compelling device.

A single device that serve multiple roles and meets a number of unmet needs simultaneously. Empower these communities with something like that and these groups of people are going to adopt smart assistants en masse. Finally, an all-inclusive tool to connect those on the sidelines to the digital age.

-Thanks for Reading-

Dave

Monday night, Twitter proved yet again that despite all its shortcomings, it is still the king of where some of the best discussions and debates go down for all to see. Normally, I wouldn’t base a blog post around a twitter debate, but this specific thread was a culmination of a lot of content and discussion over the past few weeks around smart assistants, the smart home and the overall effort to understand how Voice will evolve and mature. Given who was debating and the way it dovetails so nicely from the Alexa Conference, I thought it worthy of a blog post.

Before I jump into the thread, I want to provide some context here around some of the precursors to this discussion. This really all stems from the past few CES, but mainly the most recent show. To start, here’s a really good A16z podcast by two of the prominent people in the thread, Benedict Evans and Steven Sinofsky, talking about the smart home coming out of this year’s CES and the broader implications of Voice as a platform:

As they both summarize, one of the main takeaways from CES this year was that seemingly every product is in some way tied to Voice (I wrote about this as the, “Alexification of Everything“). The question isn’t really whether we’re going to keep converting our rudimentary, “dumb” devices into internet-connected “smart” devices, but rather, “what does that look like from a user standpoint?” There are a LOT of questions that begin to emerge when you start poking into the idea of Voice as a true computing platform. For example, does this all flow through one, central interface (assistant) or multiple?

Benedict Evans followed up on the podcast by writing this piece, further refining the ideas on the above podcast, and tweeted out the article in the tweet below. He does a really good job of distilling down a lot of the high-level questions, using history as a reference, to contest the validity of Voice as a platform. He makes a lot of compelling points, which is what led to this fascinating thread of discussion.

To help understand who’s who in this thread, the people I want to point out are as follows: Benedict Evans (a16z), Steven Sinofsky (board partner @ a16z), Brian Roemmele (Voice expert for 30+ years), and Dag Kittlaus (co-founder of Siri and ViV). Needless to say, it’s pretty damn cool to be chilling at home on a Monday night in St. Louis and casually observe some of the smartest minds in this space debate the future of this technology out in the open. What a time to be alive. (I love you Twitter you dysfunctional, beautiful beast.)

So it starts off with this exchange between Dag and Benedict:

As Dag points out, once the 3rd party ecosystem really starts to open up, we’ll start seeing a Cambrian explosion of what our smart assistants can do via network effects. Benedict, however, is alluding to the same concern that many others have brought up – people can only remember so many skills, or “invocations.” It’s not sustainable to assume that we can create 1 million skills and that users will be able to remember every single one. This guy’s response to Brian encapsulates the concern perfectly:

So what’s the way forward? Again, this all goes back to the big takeaway at the Alexa Conference, something that Brian was hammering home. It’s all about the smart assistant having deeply personalized, contextual awareness of the user:

“The correct answer or solution is the one that is correct to you.” This is the whole key to understanding what appears to be the only way we move forward in a meaningful way with #VoiceFirst. It’s all about this idea of the smart assistant using the contextual information that you provide to better serve you. We don’t need a ton of general data, each person just needs their smart assistant to be familiar with their own personal “small data.” Here Dag expands on this in his exchange with Steven:

So when we’re talking about, “deeply personalized, contextual awareness” what we’re really saying is whether the smart assistant can intelligently access and aggregate all of your disparate data together and understand the context in which you’re referring to said data. For example, incorporating your geo-location to give context to your “where” so that when you say, “book me on the first flight back home tomorrow,” your smart assistant will understand where you are currently by using your geo-location data, and where “home” is for you based on a whole different set of geo-location data that you’ve identified to your assistant as home. Factor in more elements like all of the data you save to your airline profiles, and the assistant will make sure you’re booked with all your preferences and your TSA-precheck number included. Therefore, you’re not sitting there telling the assistant to do each aspect of the total task, you’re having it accomplish the total task in one fell swoop. That is a massive reduction in friction when you subtract all the time you spend doing these types of tasks manually each day.

I don’t think we’re really talking about general AI that’s on par with Hal-9000. That’s something way more advanced and something that’s probably much further out. In order for this type of personalized, contextual awareness to be enabled, the smart assistant would really just need to be able to quickly access all of the data you have stored in disparate areas of your apps together. Therefore, APIs become essential. In the example described above, your assistant would need to be able to API into all of your apps (i.e. Southwest app where your profile is stored and Google’s app where you have indicated your “home” location) or the 3rd-party skill ecosystem whenever a request is made. Using what’s already at its disposal via API integrations from apps, in conjunction with retrieving information or functions built in skills. Therefore, the skill ecosystem is paramount to the success of the smart assistant as they serve as entirely new functions that the assistant can perform.

It’s really, really early with this technology so it’s important to temper expectations a bit. We’re not at this point of “deeply personalized, contextual awareness” just quite yet, but we’re getting closer. As a random observer of this #VoiceFirst movement, it’s pretty awesome to have your mind blown by Brian Roemmele at the Alexa Conference talking about this path forward, and then even more awesome to have the guy who co-founded Siri & ViV completely validate everything Brian said a few weeks later on Twitter. I think that as Benedict and Steven pointed out, the current path we’re on is not sustainable, but based on the learnings from Brian and Dag, it’s exciting to know that there is an alternate path ahead to keep progressing our smart assistants forward and bring this vision to life that is much more rich and intuitive for the user.

Eventually, many of us will prefer to have our smart assistants handy all the time, and what better a spot than in our little ear computers?

-Thanks for reading-

Dave