Consumers embracing conversational interfaces

Growing acceptance for voice and chat assistants means companies have an opportunity to deliver better customer experiences

It is estimated there will be more than 200 million smart speakers in operation globally by the end of this year. Consumers love the hands-free convenience and ability to multi-task using voice or chat assistants.

The recent Capgemini Research Institute report Smart Talk: How organizations and consumers are embracing voice and chat assistants, showed that 74% of consumers are using conversational assistants for researching or buying products or services. Your customers are ready for conversational assistants, so now the question is how to best to take advantage of the opportunity.

Learn how leading companies are balancing the human touch with conversational assistants to build deeper, more valuable relationships with customers.

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Find the right balance between human and robotic interactions

  • 64% of consumers want AI to be more human-like
  • Use chatbots in conjunction with humans

Build the right skill sets to succeed with conversational interfaces

  • Develop skills in experience design, architecture/technology, and legal/compliance

Put the customer at the heart of selecting use cases

  • Leaders show a high degree of customer centricity
  • Solve pain points, build trust, and listen to customer preferences

$2.5 m

Sales driven by Marks & Spencer’s web-based virtual assistant helping shoppers use discount codes
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1 m

User reach in three months by “Erica” at the Bank of America offering voice, chat, and gesture capabilities
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600

The number of different versions of one question encountered by the chat bot at the China Construction Bank. The system handled 1.9 billion interactions in 2018
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