A recent report from the Capgemini Research Institute found that not only are consumers highly satisfied with the service they receive from conversational assistants, but 70 percent also plan on replacing in-person visits to banks, stores and more with at-home interactions with their voice assistants over the next three years.
Organizations, too, are impressed with automated assistants: More than 75 percent of the companies surveyed — representing a variety of industries and nationalities — have reaped quantifiable benefits after launching voice and chat initiatives, with nearly 60 percent saying those benefits met or exceeded their expectations. Still, less than half of organizations have deployed voice or chat assistants, and of those who have, under 30 percent demonstrate “conversational interface maturity.”
The report lists four factors that will be necessary for organizations seeking to capitalize on consumers’ growing reliance on conversational assistants:
- Find balance between human and robotic interactions
- Equip robotic assistants with additional features, such as photo and video capabilities
- Develop talent in experience design, architecture/technology and legal/compliance
- Gain trust by addressing consumer pain points and maintaining contextual relevance in automated assistants’ use cases
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