Budget Direct CMO: Experiment with voice assistants now or miss the next customer engagement wave

Brands not taking the opportunity to get on the front foot of voice-based interaction and experiment with devices such as Amazon Alexa risk missing the boat on the next wave of customer engagement. That's the view of Auto & General director of digital and marketing, Jonathan Kerr, who spoke to CMO following the launch of Budget Direct's first Amazon Alexa skill in Australia. The new Budget Direct Alexa Skills has debuted with 40 different information-based and commonly asked queries, from learning more about insurance definitions, to frequently asked questions about motor and home insurance as well as how to get a quote or make a claim. Each of these questions can be asked and answered in an average of five or six ways, Kerr said, and stem from common questions being asked of the insurer's contact centre team and online. Given the brand's tongue-in-cheek content approach, there's also a fun question in the mix: 'Alexa, ask if Budget Direct knows how to party'. In response, customers will hear the sound of a party horn and response reflecting the brand's award winning track record with Money Magazine.