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BizReport : Ecommerce archives : April 27, 2016

89% of consumers want to engage with virtual assistants

Just days after Facebook announced its new branded chat bots, research from Nuance reveals that the vast majority of people want to chat to the AI-driven virtual assistants.

by Helen Leggatt

The findings of a recent survey from Nuance Communications into consumer preferences and expectations around customer self-service reveals that a significant number of consumers (89%) prefer, and even expect, to have conversational interaction. For 87%, a positive interaction with a company determines whether or not they will continue their relationship.

With chat bots to the front of mind following Facebook's recent announcement, it is interesting to note from Nuance's survey that 89% of consumers "want to engage with virtual assistants to quickly find information instead of searching through Web pages or a mobile phone app on their own". The same need is reflected in consumers' desire to engage with automated phone systems that allow them to speak naturally.

Nuance recently announced that one of the leading financial institutes in Sweden, Estonia, Latvia and Lithuania is now using Nuance Nina, and intelligent virtual assistant that delivers "a human-like, conversational customer service experience" to assist customers to quickly and easily access information. Within the first three months of its use customer service has been improved with a 78% first-contact resolution rate.

Additional findings from Nuance's survey include:

- 73% of consumers want conversations with customer service to be personalized;

- 64% of consumers want their customer service to be proactive and include suggestions and reminders;

- Consumers want conversational, personalized and proactive interaction throughout the entire service experience, including authentication;

- 83% of respondents would like an alternative to passwords and PINs and many are keen to use voice biometrics as an alternative.

Tags: AI for business, artificial intelligence, chat bots, customer service

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