The human touch apparently doesn't mean as much as it once did. A new report says consumers are rapidly embracing automated assistants as the underlying technology becomes more powerful. The Capgemini Research Institute today released a report titled: "Smart Talk: How organizations and consumers are embracing voice and chat assistants." While the technology still faces challenges, the report paints a generally rosy picture and concludes that users increasingly prefer voice and chat assistants to humans. "This research establishes that conversational assistants are the future of customer interactions, valued by consumers for their convenience and by companies for the operational efficiencies they enable," said Mark Taylor, head of customer engagement at Capgemini Invent, in a statement accompanying the report.
What is the first thing that comes to a human's mind when we plan to do any of the following? But are we having these conversations anymore, or are we turning to our smart devices instantly? A shift in traditional human behaviour is the biggest driving force behind digitally led intuitive customer experiences. Even before we were so heavily dependent on tech, relationships were built for life. Technology has sure made our lives simpler, but it has also taken away the human element away from some of these relationships.
By the end of 2021, more than 1.6 billion people will use voice assistants on a regular basis, and it is certain they will want to do more than ask about the weather or hear their favourite song. Such assistants will provide retailers with an unprecedented opportunity as consumers use them to find, research and buy products. For this reason, exploring how voice assistants can improve the customer experience is a core focus for many retailers right now. Conversational artificial intelligence (AI) is powering voice technology systems and be it Alexa, Siri or Google Home, these platforms are enabling customers to interact with brands in ways that are not only convenient but also highly personalised and contextualised. In a conversational AI world, virtual assistants will search, open, fetch, command and engage the dozen or more websites, portals, apps and systems we all interact with daily.
LivePerson, Inc., a global leader in conversational commerce, announced that its recently introduced Maven conversational AI platform was selected as the winner of the "Best AI-Based Solution for Customer Service" from AI Breakthrough, a leading market intelligence organization that recognizes top companies, technologies, and products in the global artificial intelligence market. Maven is a conversational AI that enables organizations to replace traditional websites and 800-numbers with personalized conversations over SMS, Facebook Messenger, WhatsApp, Google RCS Business Messaging, Apple Business Chat, Amazon Alexa, and other popular messengers and voice assistants. Maven now operates as the brains behind new LivePerson AI-based products that brands use to create, manage, and improve their conversations with consumers. Maven enables not only computer scientists but also millions of agents working in contact centers to develop conversational AI experiences. The "tango" between human agents and AI makes it possible for brands to have personalized conversations with billions of consumers, outperforming traditional websites and 800-numbers on measures such as customer satisfaction and sales conversion.
Analysts predict that spending on artificial intelligence (AI) in the retail sector will reach $7.3 billion by 2022, a majority of which will be poured into customer-facing conversational solutions like voice assistants and chatbots. That's not surprising, given how the power of conversation is poised to fundamentally transform customer experiences across industries. The use of consumer-grade digital assistants has exploded in recent years. Consumers have quickly moved beyond "talking" to digital systems for basic information (e.g., weather, traffic, trivia, etc.) and now use them to engage in commerce and other activities. For example, half of respondents to a PWC survey last year said that they had made a purchase via a voice assistant, with an additional 25 percent saying they would consider doing so in the future.