Consumers deeply divided on trust over smart device virtual assistants as a customer service tool
Some illuminating new research in this week’s newsletter reveals that consumers are deeply divided in their opinion of using virtual assistants via a smart device, with a lack of trust and security fears being the main issues.
In recent years, virtual assistants via voice activated services have become increasingly popular with the invention of services such as SIRI, Alexa and Google Assistant. Whilst the future of voice assistants lies in being able to help consumers with banking, purchasing products online and children’s homework, the introduction of this technology has been met with some reluctance.
Out of the whole of the UK population, consumers are roughly split into two distinct camps – those who recognise the value of virtual channels such as voice assistants and AI-powered chatbots and use services such as SIRI, Google Assistant and Alexa in their homes and daily lives, and those who fear the security implications of the technology and currently have little or no intention of adoption.
Interesting stuff and chimes well with the overarching ‘The Importance of trust and Transparency’ theme at our upcoming flagship Customer Engagement Summit next month. Look forward to seeing you at this must attend event.