NEW YORK, Dec. 1, 2020 /PRNewswire/ -- LivePerson, Inc. (Nasdaq: LPSN), a global leader in conversational AI, today announced the findings of its 2020 Consumer Preferences for Conversational Commerce report examining consumer attitudes and preferences around brand interactions, messaging, and conversational AI and commerce. The survey of more than 5,000 adults in six countries found that messaging and conversational AI are more widely adopted and trusted than ever before, with the overwhelming majority of consumers of all ages reporting a strong desire to message with brands.
For the first time, older consumers are showing the same level of interest in messaging with brands as younger demographics. In addition, vast majorities of consumers now report they'd be more likely to do business with — and spend more with — brands that allow them to message rather than call.
As the COVID pandemic continues to limit in-person interactions and keeps employees out of call centers, brands are rapidly rolling out the option for consumers to connect with them via popular messaging channels such as SMS, WhatsApp, Apple Business Chat, Facebook Messenger, Google RCS, LINE, and WeChat, as well as native messaging on brand websites and mobile apps. By layering in automation and conversational AI, brands are scaling their reach through messaging and providing faster, more convenient experiences fronted by bots available 24/7 for consumer inquiries and purchases.
The 2020 Consumer Preferences for Conversational Commerce report showed that while consumer interest in messaging and conversational AI experiences is accelerating, brands need to pay attention to conversational design to deliver more helpful, personalized experiences.
The report is based on a September 2020 survey including respondents from the United States, United Kingdom, France, Germany, Japan, and Australia. Key findings are summarized below:
Global interest in messaging with brands is at an all-time high
Consumers of all ages report increased interest in messaging with brands
Conversational AI use cases are expanding from customer care into marketing and sales
Familiarity with conversational AI continues to grow, with some regional variations
Positive sentiment toward conversational AI is up, but there's room for improvement
"The evidence is clear: AI-powered messaging experiences are more in demand than ever before. Consumers around the world are clamoring for them, and they'll even spend more money with brands that give them what they want," said Robert LoCascio, founder and CEO of LivePerson. "Brands that embrace conversational AI and infuse it with human qualities like empathy, love, and understanding will outperform their competitors and reach the cutting edge of customer service, marketing, and sales."
The LivePerson 2020 Consumer Preferences for Conversational Commerce report is based on a September 2020 online Upwave survey of 5,066 consumers aged 18 and older in the United States, United Kingdom, France, Germany, Japan, and Australia. The goal was to understand the attitudes of consumers in major economic markets with regards to conversational commerce and conversational AI. Consumers were asked a series of questions on the topics of messaging, chatbots, and automation, and how they prefer to communicate with brands. The full report is available to view and download here.
LivePerson makes life easier for people and brands everywhere through trusted conversational AI. Our 18,000 customers, including leading brands like HSBC, Orange, GM Financial, and The Home Depot, use our conversational solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers. LivePerson was named to Fast Company's World's Most Innovative Companies list in 2020. For more information about LivePerson (NASDAQ: LPSN), please visit www.liveperson.com.
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SOURCE LivePerson, Inc.