LivePerson Survey Reveals Customer Demands for Conversation AI
LivePerson conducted a survey to understand how holiday shopping is going to be different this year due to the evolved customer demands and behaviour. The survey revealed that customers would spend their money on retailers who include digital and in-store experiences with virtual assistants and chatbots. Seventy-five per cent of consumers claim that they will […]
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LivePerson conducted a survey to understand how holiday shopping is going to be different this year due to the evolved customer demands and behaviour. The survey revealed that customers would spend their money on retailers who include digital and in-store experiences with virtual assistants and chatbots.
Seventy-five per cent of consumers claim that they will purchase more from websites that would allow them to interact with experts, 63 per cent prefer virtual assistants, and 62 per cent of respondents reveal they would want customer service through text messaging. Ultimately, retailers with conversational solutions will hold a competitive edge this holiday season.
Also Read: How Retailers Can Drive Multi-brand Loyalty
LivePerson CEO, Rob LoCascio stated that a strategic blend of conversational AI and human agents will play a critical role in creating the expected customer experience, from inventory inquiries, curbside delivery, to in-store support.
Additionally, the survey demonstrated the importance of data protection. Sixty-eight per cent of respondents are not comfortable with retailers tracking their online activity even if it meant enhanced, personalised CX. Nonetheless, 64 per cent approve of retailers using the information that are directly shared in messaging conversations with the brand.
The survey was conducted in partnership with PureSpectrum and 2,625 consumers took part in it.
