KUALA LUMPUR, Aug 25 -- Conversational Service Automation (CSA) leader, Uniphore, has released survey results revealing the Singaporean consumer perspective on challenges and opportunities for video conversations.
According to a statement, the survey identified a disconnect between the benefits of video conversations and the unintended challenges it creates.
The results also indicated a strong willingness amongst Singaporean consumers to adopt artificial intelligence (AI) to drive improvements in their experiences.
“Since the start of the pandemic, we’ve witnessed the widespread adoption of video conversations across personal and professional engagements. As the survey results revealed, there is still work to do to make virtual interactions as seamless and effective as in-person conversations, said Uniphore chief executive officer and co-founder, Umesh Sachdev.
When considering the rise of video calls throughout the past 18+ months, local consumers revealed a mix of both frustration and appreciation for what video conversations have to offer.
Respondents noted some clear benefits of having conversations on video including better engagement rates. When using video, a majority (72 per cent) of respondents indicated they felt the participants ranged from somewhat, very or extremely engaged with them.
Further, 69 per cent of participants said video calls provided them with a more meaningful connection with others. This is especially important for conversations that require empathy or trust.
Asked about factors they disliked about conducting a video call, respondents cited video calls to be more exhausting than audio calls (34 per cent).
While video is being used today for many purposes, it’s clear that technology can make these video conversations more effective and enjoyable.
Of note, according to the survey results, an overwhelming majority (77 per cent) of Singaporean respondents said they would be open to using automation or AI tools to improve video conversations.
The survey methodology involves a survey of 1,000 US and 2100 consumers across Australia, India, Indonesia, Japan, Malaysia, the Philippines, Singapore, the UAE and Vietnam was completed in June 2021 by Researchscape International, a market research consultancy, and through an online survey platform – Zoho.
-- BERNAMA
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