Thought leadership

Some interesting new research in this week’s newsletter suggests that consumers increasingly prefer to interact with bots rather than humans, especially when it comes to researching products, learning about new services or following up on post-purchase customer service queries.

According to the study, seven in 10 consumers say they will replace visits to a store or bank with their voice assistant within three years’ time. The “Smart Talk: How organisations and consumers are embracing voice and chat assistants” report – which surveyed over 12,000 consumers who use voice/chat assistants and 1,000 business executives – was commissioned to understand both consumer and business leaders’ perspectives on conversational interfaces uptake, implementation and satisfaction. The new study demonstrates the pace of change over the last 12-24 months: 40% of those now using voice assistants have started doing so in the last year.

Businesses are also seeing the benefits, with many considering conversational assistants to be crucial for customer engagement, and the overall customer experience. Over three-quarters of businesses said they have realised quantifiable benefits from voice or chat assistant initiatives, and more than half said that those benefits had met or exceeded their expectations. However, while the business and user advantages are widely understood, the report found that actual roll out is lagging behind enthusiasm and demand.

The issues and challenges thrown up by this research will be discussed in detail at our upcoming flagship Customer Engagement Summit this November.

Look forward to seeing you there,

Steve Hurst, Editorial Director

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