Conversational AI tools should unify calling, messaging, analytics and more

We’re excited to bring Transform 2022 back to life on July 19th and virtually July 20-28. Join AI and data leaders for sensible conversations and exciting networking opportunities. Register today!


The LivePerson, the bots we meet every day act more and less like soulless droids, has done some research in this area and has come up with a universal truth confirmation: people don’t like to repeat themselves, especially to bots.

New York City-based communications AI software developer announced its results yesterday Voice and Messaging 2022: Customer Choices Around Automation and CX The report explores the evolving consumer preferences around calling and messaging and how these preferences change in certain situations.

The survey, which fielded responses from more than 2,500 participants from around the world, found widespread demand for connected, humane customer experiences, with potential buyers making clear choices for companies offering options for both call and messaging.

LivePerson CEO and founder Rob Locasio told VentureBeat that the biggest solution from the research is that people don’t like to repeat themselves with bots and that “consumers Request With brands to connect their voice and messaging experiences. Brands are still hampering the transition between channels, or worse, ignoring all the historical data they have about their past interactions with consumers. That’s why 87% said they’re more likely to do business with a company that combines their interactions with voice and messaging. There is nothing more frustrating than getting started when you reach your favorite brand. “

Bots need to connect data between calls, messages

As voice and communication AI accepts the increasing volume of customer interactions, it becomes increasingly important for bots to be able to tap into that history and connect data from voice calls to messaging conversation data. Eighty-two percent said they prefer a brand whose bots take what the brand already knows about them from previous interactions and apply it to their current situation, “LoCascio said.

Another key solution is that consumers need options to approach the brand whenever and wherever they want, and this is not non-negotiable, LoCascio said. “Consumers don’t want to be limited to phone calls; 91% give brands the flexibility to toggle between high quality, personal messaging or voice experiences depending on where they are and what they’re trying to do, “he said.

Understanding pronunciation that is not your own can be a universal problem, the study found.

“According to this latest survey, 43% of consumers say they prefer a voiceboat with an accent like their own,” LoCascio said. “It simply came to our notice then.

“According to the information, no. 1 The biggest disappointment consumers are having to repeat themselves. This often happens when the client is repeatedly transferred to various agents or bots or is forced to resume later conversations with an agent or bot who is unaware of their history. Today’s consumers expect seamless experiences, no matter which channel they choose, and there is still much frustration that this expectation is not being met: 84% of consumers report that they have to repeat themselves “often” or “always” when Calling or texting the brand, “said LoCascio.

The options are always good

The options are good in almost every circumstance. Studies show that preferences vary depending on the situation and part of the day, showing the benefits of providing different routes based on what the customer wants at a given time:

  • Travel on public transport: 80% prefer the message
  • Car travel: 67% prefer to call
  • During working hours: 75% prefer to message
  • At lunch break: 63% prefer texting
  • At home: 53% prefer to call


More data points from research that marketers will want to know:

  • 88% of consumers say they are likely to do business with a company that can link their history of interactions;
  • 87% say they are more likely to do business with a company that can integrate their interactions with them into voice and messaging;
  • 82% are more likely to do business with a company whose bots take what the company already knows about them and apply to their personal situation; And
  • 72% of people are likely to trade with a company whose bots understand their feelings.

What can technology do to make these issues easier?

“Combining interactive AI for communications, voice recognition and analysis to bring together messaging, voice and CRM platforms can help companies achieve a comprehensive, integrated system for connecting conversations across all channels,” LoCascio said. That’s why we acquired VoiceBase and Tenfold in late 2021. When an agent or bot can access a customer’s history and data in one place, they can make the conversation more helpful and personal.

“And while brands can see a unified view of analytics and insights from all of their voice and messaging conversations in a single dashboard that can be shared across the enterprise, they can work on improving experiences throughout the customer journey.”

About the survey

LivePerson’s Voice and Messaging 2022: Customer Choices Around Automation and CX The survey was conducted in March 2022 by an online survey of 2,548 consumers aged 18 and over in the United States, the United Kingdom and Australia.

Venturebeat’s mission Digital Town Square is about to become a place for technical decision makers to gain knowledge about the changing enterprise technology and practices. Learn more about membership.

Similar Posts

Leave a Reply

Your email address will not be published.