News • 23.11.2018

Voxpro survey reveals consumer preferences for engaging with chatbots for customer experience

68 percent of consumers still have not used chatbots to contact a brand

Chatbot; Copyright: panthermedia.net/chesky_w
Source: panthermedia.net/chesky_w

Voxpro, a provider of beautiful customer experiences, technical support and sales operations solutions, announced today the results of its survey, “Voxpro CX Index: At the Corner of Technology and Human Experience.” The survey, which polled 1,000 U.S. consumers, reveals insights about customer experiences and attitudes toward using automation and chat features for customer service.

Despite the promise of automation and Artificial Intelligence (AI) technology, such as chatbots, to transform customer experiences, the majority of consumers have still yet to engage via these types of channels, according to the survey. Results demonstrate that the human touch is still an incredibly valuable and necessary tool to drive excellent customer experiences. Additionally, as data continues to grow and become a significant part of business strategies, brands are looking to use this data to provide more personalized, faster customer service interactions. However, the survey reveals significant insights around how consumers feel about businesses storing their data and using it to drive personalized experiences.

As brands prepare for the busy holiday shopping season, the key insights uncovered from the survey can help inform customer service strategies – including how to engage customers and best communicate how their data is being used and stored.

AI is most preferred when combined with the human touch

According to the Voxpro survey, 68 percent of consumers still have not used chatbots to contact a brand. For 56 percent of those consumers, the reason they haven’t used chat or automated features is because they prefer experiences with real people. For those who have used automated or chat features, nearly half (47 percent) rated their experience as either good or very good. Additionally, even though only 32 percent of consumers have used chat or automated features, 49 percent would be willing to use these features for information gathering, if they could then ultimately speak to an agent to resolve their issue. These results demonstrate that there is a place for AI in the customer experience, but it must be accompanied by human interactions. While there are still strides and improvements to make, the potential to streamline and personalize interactions is too great to ignore.

Consumers and brands have trust issues

The "Voxpro CX Index: At the Corner of Technology and Human Experience" report revealed that there is a clear trust issue between consumers and brands. In fact, only 21 percent of consumers trust brands with their personal information, and 27 percent of consumers have not used an automated feature or chat, specifically because they do not trust these technologies. Consumer data privacy continues to be a hot button issue, with 45 percent of consumers saying that they do not want brands to store their information because they are concerned about data breaches or hacks. The takeaway here for brands is that there is a critical need to educate customers and be transparent about how they are using, storing and sharing consumer information.

Personalization cannot come at the price of compromised security

While personalization is critical to a beautiful customer experience, consumers are still divided about whether or not they want brands to have their information before they contact them – even if it is to personalize and streamline the interaction. According to the Voxpro survey, only 45 percent of consumers want brands to have their information to streamline experiences. Further, for those that do prefer brands store their information, the number one reason why is because it is convenient and saves them time (65 percent). Speed and personalization are clearly still priorities for customer experience, but brands need to communicate clearly how they are securing data, and why it is ultimately benefiting the consumer.

Generations disagree on customer experience

Among generations, there are surprising disparities regarding how they prefer to engage with brands, and their level of trust with them. While only 32 percent of consumers have used an automated system or advanced chat feature, that number dips even lower to 22 percent when we look at individuals aged 65 and older. This validates that, while adoption is slow, younger generations are more willing to engage with automated systems. Digging deeper into generational differences, the Voxpro survey finds that 45 percent of people aged 55+ would prefer a brand have their information before an interaction, while only 32 percent of 18-24 year olds would prefer it. This surprising finding sheds light on the fact that younger generations trust organizations even less with their personal information than older consumers.

“There is an incredible opportunity for brands to adopt new technologies that can drive beautiful, engaging customer experiences,” said Dan Kiely, CEO and founder of Voxpro – powered by TELUS International. “But this does not mean we eliminate the human element from customer service. Working together, humans and technology can improve and streamline customer experiences to build trust and loyalty within their customer base.”

A critical takeaway from the survey is that businesses need deeper digital integration across knowledge and communication platforms to provide better customer experiences. Chatbots and other automation technologies cannot solve complex customer problems alone or completely, because they are not fully integrated with the knowledge layer. By combining the efficiencies that automation and AI can deliver, with the experience of interacting with humans, businesses can create memorable customer experiences that lead to long-term, loyal customers.

Source: Voxpro

related articles:

popular articles:

Thumbnail-Photo: Electric vehicles for safe on-the-go food distribution during pandemic...
28.08.2020   #food retail #delivery

Electric vehicles for safe on-the-go food distribution during pandemic

Gallery E vehicles solve food service challenges at universities and corporate campuses this fall

Gallery, the leading innovator of mobile carts for food, beverage and retail businesses, has announced a unique partnership with AYRO, Inc. and Club Car to launch a new line of electric vehicles to help bring food, beverage, and retail merchandising ...

Thumbnail-Photo: Checkout-free service at Giant Eagle’s GetGo Café+Market store...
07.09.2020   #self-checkout systems #app

Checkout-free service at Giant Eagle’s GetGo Café+Market store

Retrofitting an existing store

Grabango announced the launch of commercial service with one of its retail partners, Giant Eagle, Inc, owner of GetGo Café+Market. Grabango’s checkout-free system is now available to save shoppers time by letting them skip the line. The ...

Thumbnail-Photo: Retail Asia Conference & Expo 2020 rescheduled to 11-13 November...
18.09.2020   #online trading #retail

Retail Asia Conference & Expo 2020 rescheduled to 11-13 November

New spacious exhibition location

Informa Markets, the organiser of Retail Asia Conference & Expo 2020, announced that the event will be further rescheduled from 17-19 November 2020, to 11-13 November 2020 at the Hong Kong Convention and Exhibition Centre (HKCEC), Hong Kong.The ...

Thumbnail-Photo: eBay’s management of payments begins scaling globally...
24.07.2020   #online trading #e-commerce

eBay’s management of payments begins scaling globally

Payments initiative reaches a milestone as the Operating Agreement with PayPal expires

Starting today (July 20th), eBay will begin expanding its management of payments around the globe. The company embarked on its journey to manage the end-to-end payments process on its marketplace platform in late 2018 and is already seeing success ...

Thumbnail-Photo: Hobbii continues the growth adventure …
23.06.2020   #POS systems #brick and mortar retail

Hobbii continues the growth adventure …

… with new stores and several digital initiatives

The online store Hobbii.dk continues the opening of physical stores with the launch the third store in Tarup shopping center in Odense, Denmark. The close collaboration with Delfi Technologies, which is based on several digital initiatives, will ...

Thumbnail-Photo: CCV announces consolidation of its international payment division,...
02.07.2020   #mobile payment #payment systems

CCV announces consolidation of its international payment division, focuses on market innovations

Under the flagship of CCV GmbH, the company plans to bring its innovation into specific international markets

CCV Group B.V. has announced that all of its international business activities will now be consolidated and run within its Germany-based division - CCV GmbH. CCV GmbH will carry out the activities of the former CCV Deutschland GmbH and CCV Easy, a ...

Thumbnail-Photo: Payment and retail - what happens after the crisis?...
09.07.2020   #brick and mortar retail #payment systems

Payment and retail - what happens after the crisis?

Interview with Christine Bauer from CCV

We ask Christine Bauer, Vice President International Sales of the payment service provider CCV, which has been firmly established in Germany for 25 years and internationally for 60 years.Mrs Bauer, CCV has been on the market for a very long time, ...

Thumbnail-Photo: Interface for quick serial emulation and enhanced mPOS integration...
26.06.2020   #POS systems #software applications

Interface for quick serial emulation and enhanced mPOS integration

APG expands mobile interface portfolio to enhance connectivity options at the point of sale

APG Cash Drawer, a fast-growing global manufacturer of cash management solutions, announced today the release of a new USB interface option: the 485 USBProLite™ USB to Serial Emulation Interface. This interface solution extends the ...

Thumbnail-Photo: Quantity discount on the WIMIsys PT51!
05.08.2020   #POS systems #displays

Quantity discount on the WIMIsys PT51!

From now until September 30th: 10% discount on the WIMIsys PT51 POS System when purchased together with a Swissbit TSE solution

Are you looking for TSE compliant POS solution for your customers in bakery, restaurant or retail shop? ...

Thumbnail-Photo: SPAR grocery store embraces new technologies...
23.09.2020   #digitization #app

SPAR grocery store embraces new technologies

The store has implemented Delfi Technologies' cloud solution and mobile app to manage the store's electronic price tags

This year, the co-operative association Tikøb could celebrate its 100th anniversary. Today, the SPAR grocery store in Tikøb is one of the stores in the chain that is at the forefront when it comes to implementing new technology. Most ...

Supplier

Poindus HQ - Taiwan
Poindus HQ - Taiwan
5F., No.59, Ln. 77, Xing-Ai Rd.,Neihu Dist.
Taipei City 114
CCV GmbH
CCV GmbH
Gewerbering 1
84072 Au i.d.Hallertau
SALTO Systems GmbH
SALTO Systems GmbH
Schwelmer Str. 245
42389 Wuppertal
Axis Communications GmbH
Axis Communications GmbH
Adalperostraße 86
85737 Ismaning
Reflexis Systems GmbH
Reflexis Systems GmbH
Kokkolastr. 5-7
40882 Ratingen
Adasys GmbH – a Poindus Company
Adasys GmbH – a Poindus Company
Max-Planck-Straße 10
70806 Kornwestheim
Apostore GmbH
Apostore GmbH
Uferstraße 10
45881 Gelsenkirchen
APG Cash Drawer
APG Cash Drawer
4 The Drove
BN9 0LA Newhaven
Delfi Technologies GmbH
Delfi Technologies GmbH
Landgraben 75
24232 Schönkirchen
POS TUNING Udo Voßhenrich GmbH & Co KG
POS TUNING Udo Voßhenrich GmbH & Co KG
Am Zubringer 8
32107 Bad Salzuflen