Uniphore survey: Australians ready to embrace AI to improve video call experienc...

Monday, 30 August 2021 09:30

Uniphore survey: Australians ready to embrace AI to improve video call experience

By Uniphore

Since the start of the COVID-19 pandemic, the world has seen increased adoption of video calls whether for personal or business use. Thus, it also unravelled challenges and opportunities, according to a new study by conversational service automation company Uniphore.

The Uniphore survey identified a disconnect between the benefits of video conversations and the unintended challenges it creates.

The results also indicated a strong willingness among Australian consumers to adopt artificial intelligence (AI) technology to drive improvements in their experiences.

Consumers felt frustrated and at the same time appreciated what video conversations have to offer due to its meteoric rise.

Effective and meaningful conversations
When in a video call, a majority (72%) of Australian respondents indicated they felt the participants ranged from somewhat, very or extremely engaged with the person they’re talking to. Further, 67% said video calls provide them with a more meaningful connection with others.

This is especially important for conversations that require empathy or trust—for example, work meetings, telemedicine appointments, or therapy/counselling sessions.

Multitasking and distractions are everywhere
59% of consumers reported they spent significantly more time on video in 2020 than in prior years. Participants admitted to doing a wide range of nonprofessional multitasking, personal tasks, and other projects during video calls, including web surfing, online shopping and social media scanning.

Surprisingly, they also reported the following activities during video calls:

Read social media/online news – 37%
House cleaning – 35%
Online shopping – 34%
Bathroom visits– 31%
Ordered a meal – 21%

When asked about what they dislike about conducting a video call, 53% of Australians said they don’t like seeing themselves on camera and 41% dislike having to “get ready” for video calls, while 29% of Australians would prefer being able to multitask while meeting.

Lastly, respondents noted challenges with video calls. 37% of respondents said they are unable to tell if others are engaged, nearly one-third (31%) claimed it’s hard to feel energised and motivated, and 27% felt their facial expressions are misinterpreted over video conversations.

“As the survey results revealed, there is still work to do to make virtual interactions as seamless and effective as in-person conversations,” explains Uniphore CEO and co-founder Umesh Sachdev.

“There is a clear need for additional tools and capabilities to enhance higher degrees of people-to-people understanding. Through AI and automation technology, companies and business leaders can create better experiences for customers, pick up on nonverbal cues that may have been missed, and provide insights using data that is decipherable and actionable,” he says.

Embracing and improving AI
According to the survey results, an overwhelming majority (62%) of respondents said they would be open to using automation or AI tools to improve video conversations. Respondents noted they would like AI to:

Provide tips based on emotions (35%)
Develop deeper connection with participants (29%)
Resolve customer service issues more quickly (26%)
Provide on screen transcription to help reduce a speaker’s accent (24%)

Earlier this year, Uniphore acquired Emotion Research Labs and Jacada to further capitalise video and emotion AI capabilities along with low code automation tools to improve customer experiences.

Through deploying AI and machine learning, companies can enhance communication by adding the ability to better understand engagement levels and emotions of participants, and ultimately drive better business results.

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