Consumers increasingly interested in AI, virtual reality to improve brand engagement - Trends & Ideas - BizReport

Earlier this year, a survey from Nuance Communications into consumer preferences and expectations around customer self-service revealed that a significant number (89%) prefer, and even expect, to have conversational interaction. In fact, for 87%, a positive interaction with a company determines whether or not they will continue their relationship. Of particular interest is Nuance's finding 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". Nearly three-quarters (73%) said they want their conversations with customer service to be personalized and 64% want customer service to be proactive and include suggestions and reminders. New research from the Direct Marketing Association (UK) reflects Nuance's findings in terms of brand engagement.