89% of consumers want to engage with virtual assistants - Ecommerce - BizReport

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.