Conversational AI tools should unify calling, messaging, analytics and more

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LivePerson, which makes the bots we encounter every day behave much more like humans and less like soulless droids, has done some research in this area and comes up with the confirmation of a universal truth: people don’t like to repeat themselves, especially for bots.

The New York City-based developer of conversational AI software yesterday unveiled the results of its Voice and Messaging 2022: Consumer Preferences Around Automation and CX report, which examines changing consumer preferences around calling and messaging and how these preferences affect specific people. situations keep changing.

The survey, which generated responses from more than 2,500 participants worldwide, found widespread demand for connected, human-feeling customer experiences, with a clear preference for companies that offer potential buyers options to both call and message.

The biggest results of the survey, LivePerson CEO and founder Rob LoCascio told VentureBeat, are that people don’t like to repeat themselves in front of a bot and that “consumers are begging brands to connect their voice and messaging experiences. Brands are still messing with the transition between channels, or worse, they ignore any historical data they have about their past interactions with customers, which is why 87% of respondents said they would be more likely to do business with a company that uses their voice and messaging interactions There is simply nothing more frustrating than having to start over every time you contact your favorite brand.”

Bots need to connect data between calls and messages

As voice and conversational AI takes on more and more customer interactions, it’s also becoming increasingly important for bots to also be able to leverage that history and connect voice call data with messaging conversation data. “Eighty-two percent of respondents said they prefer brands whose bots take what the brand already knows about them from past interactions and can apply it to their current situation,” said LoCascio.

Another key takeaway is that consumers need options to contact brands when and where they want, and this is non-negotiable, LoCascio said. “Consumers don’t want to be limited to phone calls; 91% prefer brands that give them the flexibility to switch between high-quality, personalized messaging or voice experiences depending on where they are and what they’re trying to accomplish,” he said.

Understanding an accent that doesn’t resemble yours can be a universal problem, the study found.

“According to this latest survey, 43% of consumers say they prefer a voicebot with an accent similar to their own,” says LoCascio. “That’s a significant portion and could be based on the perception that they have to repeat themselves multiple times to be understood.

“According to the data, the biggest frustration consumers face is having to repeat themselves. This often happens when a customer is put through multiple times to different agents or bots, or is forced to resume conversations later with an agent or bot unfamiliar with their history. Today’s consumers expect seamless experiences no matter which channel they choose, and there is still a lot of frustration that this expectation is not being met: 84% of consumers say they have to repeat themselves “often” or “all the time” when a brand calls or messages,” says LoCascio.

Options are always good

Options in almost all conditions are good. The research found that preferences change based on different situations and parts of the day, demonstrating the benefits of offering different avenues depending on what the customer needs at any given time:

Commuting by public transport: 80% prefer messaging Commuting by car: 67% prefer calling During working hours: 75% prefer messaging During lunch break: 63% prefer messaging At home: 53% prefer to call

More data points from the research that marketers want to know:

88% of consumers say they are more likely to do business with a company that can connect the history of their interactions; 87% say they are more likely to do business with a company that can connect their interactions with them through voice and messaging; 82% are more likely to do business with a company whose bots take what the company already knows about them and can apply it to their personal situation; and 72% are more likely to do business with a company whose bots can understand their emotions.

What can technology do to solve these problems?

“Combining conversational AI for messaging, speech recognition and analytics for speech, and integrations that bring messaging, speech and CRM platforms together can help businesses get a comprehensive, unified system to connect conversations across all channels,” said LoCascio. . “That is why we acquired VoiceBase and Tenfold at the end of 2021. When an agent or bot can access a customer’s history and data in one place, conversations can feel much more useful and personal.

“And when brands can see a unified view of analytics and insights from all their voice and messaging conversations in a single dashboard that can be shared across the enterprise, they can work to improve experiences throughout the customer journey.”

About the survey

LivePerson’s Voice and Messaging 2022: Consumer Preferences Around Automation and CX survey was conducted in March 2022 via an online survey of 2,548 consumers ages 18 and older in the United States, United Kingdom and Australia.

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