Evolving Expectations
Responses: 6,689
AI and Voice:
Evolving Expectations
Of the 5,896 respondents (88%) who said they had used chat functionality on a website at least once, 63% said they were somewhat satisfied or extremely satisfied with the experience. Of the 19% who found the experiences dissatisfying, the top three complaints were:
13.1%
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How often users expect mobile apps to include voice assistants or search features
When calling a company for service, respondents prefer
Always
to wait for a human agent when calling a company for customer support
Sometimes, depends on the app category
Never
51%
Customers expect companies to have automated chatbots and automated voice systems to greet them
25%
31%
44%
In February 2022, Applause surveyed global community members to gain insight into perceptions around the use of artificial intelligence (AI) in the form of voice applications such as chatbots, interactive voice response (IVR), and other conversational assistants.
immediate access to an automated touch tone response system
29%
46%
41%
22%
Could not find the answers I was looking for
61%
Automated voice system
an automated virtual service representative that responds to voice commands
40%
Automated chatbot
7%
Chatbot did not understand what I was asking
20%
11%
Chatbot just wasted my time before connecting me with an agent
Sometimes, depends
on the industry
Customers expect companies to have automated chatbots and automated voice systems to greet them