Amazon leader: Voice assistant makes retail experience more personal, natural, authentic

ELLIOT MARAS | December 4, 2018

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Pizza Hut made headlines two years ago when it began taking voice orders via Amazon's Alexa. Since then, more retailers have followed suit. Last summer, Stop and Shop's online Peapod grocery service introduced an "Ask Peapod" feature using Alexa that allows for hands-free ordering. This past summer, Amazon announced an Alexa for hotels and motels to help guests order things and make dining reservations. The big question on many retailers' minds is when will the "tipping point" arrive  that point in time when a new technology becomes mainstream. Some might think voice commerce has already arrived. Attendees at the recent Money20/20 in Las Vegas learned how Amazon is tracking its progress with Alexa when Patrick Gauthier, vice president of Amazon Pay, addressed the topic, "Hey Alexa, what's next for voice commerce?"

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