Consumers increasingly interested in AI, virtual reality to improve brand engagement

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. They found that nearly half…


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