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AI Chatbot, Comparisons, Digital Workplace

[Updated 2020] Alexa vs. Google Assistant - what's best for workplace apps?

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Most organizations looking towards smart speakers for their Digital Workplaces fall into one of two categories:

  1. Create a smart office where employees can use voice commands for certain actions
  2. Enable employees to access some of their data from their private smart speakers

We're going to compare the capabilities of the two biggest contenders for the best Smart Assistant at work: Google Assistant and Amazon Alexa. Both are incredibly popular and widely supported, yet today are subtle differences between them, which may influence their potential to support a wide range of use cases.

1. Smart Office

Equipping an office with Smart Speakers is usually targeted at voice-activated conference room equipment, switching on the lights, etc.

Everything Amazon does in this category

Amazon is very serious about conquering the smart office as they have a dedicated business version of Alexa for this purpose. It is especially trying to hone its skills with regards to a smart meeting room, and letting users join meetings with their voice.

Interestingly enough, Amazon hasn't partnered with any particular meeting provider for this. Instead when users ask "Alexa, join my meeting" Amazon will look into the user's calendar for the next event and automatically find the correct meeting ID and access link.

Editor's note:
We were very interested to learn about this genuinely smart 'parsing' and filtering of calendar events, as we have independently developed the same behavior for our Upcoming Meetings Card for Digital Assistant.

Amazon even lets you add your own Skills for QnAs without requiring any code, so you can offer users easy answers to common questions, e.g. how to send a parcel or what the WiFi code is.

Then of course Alexa is connectected to the world’s largest retailer, thus Echo devices can be used for employees to easily order new supplies like coffee, copy paper or pens.

Visual response templates for Alexa skills
Examples of visual response templates from Alexa

Making visual responses for Amazon Alexa is also a more rewarding experience, with many well thought-out templates available in Alexa Presentation Language. Google Assistant in contrast, is almost entirely bereft of any such control over the responses.

A few printers aside, there aren't that many office devices with built-in Alexa support. However you can at least download Alexa to any PC, which Google does not offer as an option.

Everything Google can offer for a smart office

Google Assistant first leg up on Alexa is not to be underestimated. While Alexa sports a respectable 50,000 Skills, that is dwarfed by Google Assistant’s 1 Million Actions. It is true that Amazon's Skills come from across 3,500 brands, compared to just about 200 for Google Assistant, but remember Google Assistant hasn’t been around as long, so their momentum is a few pegs above Amazon's.

Google Assistant also supports another office lifesaver: keyboards! This may seem obvious once you read it, but voice-only interfaces don’t really suit office environments. Many users like to use their keyboard for command entry as it is quieter and offers more privacy – both of which is desirable at the workplace. And both Google Assistant on Android and it's iOS app offer keyboard input. Echo on the other hand requires your voice without exception.

Meanwhile Google doesn't sport a dedicated Business program for Google Assistant. And that could spell trouble in authentication land. Without integrations into Enterprise SSO services you'll have to rely on users doing manual account linking with each Skill and the respective business application that Skill is communicating with. It's an imperfect solution for Alexa, too, as 2FA codes (if you use them) would have to be read out loud to the device, for lack of a keyboard input.

Winner: Too close too call

It's honestly a difficult judgment to make: Right now, Amazon's lineup seems more out-of-the-box and thought out, but Google is no stranger to the enterprise world. They have GSuite after all, and if Google Assistant isn't seriously pitched as a business proposition, then it's just a matter of time until it is.

Editor's tip:
I also spoke to CMSWire to help developers and decision makers understand which platform has the most succinct value proposition for businesses.

2. Working from home

Market share of smart speakers in the US
Source: eMarketer.com

Deciding which platform is more suitable to develop a Skill or Action for in order to enable remote work can be hard.

At first you may think: It's got to be Alexa, right? They own nearly 70% of the market, a market that has grown by nearly 150M devices (or 80% YoY) in 2019.

Even though Google is catching up, it has been criticized for its narrow lineup: Amazon offers security systems, earbuds and even rings that all have build-in Alexa support. You can see a dazzling list of everything that has Alexa built-in on the Amazon website. On the other hand, Google Assistant should see a lot of usage on Android devices where Alexa will always play the second fiddle.

Despite a lack of form factors, Google Assistant is available in one key form factor: Your car! Today in the US you can buy from over 500 different models that come with Android Auto, anything from a Kia to an Aston Martin. And with the average American commuting nearly an hour every day, that opens up a lot of time you could spend talking to your Google Assistant to go through your schedule, mails, approvals, etc.

Even though many manufacturers offer their own Alexa skills (to control A/C, Lock status, etc.), Amazon hasn't been able to convince many of them to integrate Alexa itself into the dashboard. The list for 2020 is growing but it's still miles behind Google. Google meanwhile is starting to take over the entire OS in cars from GM and Volvo, and you can be sure they'll lock Amazon out the first chance they get.

Number of skills available for Google Assistant and Alexa devices

Finally, as if that's not enough, Google Assistant is also slightly more accurate, and available in 6 more languages.

Winner: Alexa, for now

For now the win goes to Alexa, as they have more market share and an almost endless amount of form factors. However, Google Assistant is just inches behind and may well overtake them with their ubiquity on Android and in the car. In fact, if you have an Android you're probably better off sticking with Google Assistant.

Bonus category: Set up your own smart workplace

You may read this and think "I'm not the head of a major IT department, I just want to set up my own voice-assistant workplace." and for you we have done some digging on popular business apps and listed if they're available on either platform, including links to each listing.

AlexaGoogle AssistantDigital Assistant
Salesforce
Hubspot
Office365 / SharePoint
(Calendar only)
GSuite
Dropbox
(Audio only)
Box
Oracle
SAP
Gitlab
Slack

As you can see, it's not as easy as picking all your favourite apps from the Skill or Action store. 🤔

But now you may be thinking "What's this Digital Assistant column?" The answer is that's our own product; a fully comprehensive, smart workplace assistant. You can get started with a free account, connect to apps from our Card Hub and then enable the Alexa or Google Assistant channels.

All this also works in the car, as I have myself demonstrated awkwardly in this video.

There you go, hopefully you have found this overview helpful in determining which device is better suited to your smart workplace project. Did we miss anything? Do you think you would use a Smart Speaker to work from home or on the go? Let us know in the comments below.

Article by: Henry Amm

I’m the Senior Director for the Digital Assistant Platform. Prevously gained 6 years of experience as an Intranet consultant. Fluent in German.

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