New report finds 83% of consumers worldwide would browse or buy products in messaging conversations
Positive consumer sentiment toward AI-powered messaging has almost doubled in the last year
NEW YORK, Oct. 13, 2021 /PRNewswire/ -- LivePerson, Inc. (Nasdaq: LPSN), a global leader in Conversational AI, today revealed the 2021 results from its Consumer Preferences for Conversational Commerce & AI report, providing a global outlook on how consumers view conversational commerce, customer care, and Conversational AI. The survey, which fielded responses from over 5,000 participants worldwide, found that consumers are looking to browse and buy through messaging now more than ever before.
According to the global survey, consumers are looking to browse and buy through messaging now more than ever before.
Consumers say they're ready for brands to put the "commerce" in conversational commerce
This preference for messaging is increasingly driving shopping preferences. A large majority of respondents (83%) said that they would browse or buy products in messaging conversations. A further 77% of consumers noted that they are more likely to make a purchase if they could browse or get answers over messaging, presenting an opportunity for brands to drive increased revenue by offering this communication option to customers.
"The overwhelming majority of consumers want to shop via messaging, whether that's on brand apps and websites or popular channels like SMS, WhatsApp, Facebook Messenger, or Apple's Messages app. Brands that don't open up these options to their customers are leaving money on the table," said Rob LoCascio, founder and CEO of LivePerson. "We're seeing this trend reflected in our own business as more and more brands that initially came to us for customer care are adding sales and marketing journeys to their conversational strategies."
Conversations, not cookies, can help brands provide trusted personalization
"The 'cookieless' world is coming, meaning balancing personalization with privacy will require new approaches. It's clear that consumers trust conversations over cookies when it comes to creating trusted personalized experiences," said LivePerson CMO Amber Armstrong.
Conversational AI is gaining favorability, but empathy remains key
This marked improvement comes as consumers said the top strengths of chatbots include:
Consumers also report that they would rather interact with a chatbot instead of a human for routine activities such as:
Consumers have also become more comfortable with using chatbots to handle common interactions with brands such as:
Consumer sentiment also indicates there is room for improvement with AI-powered experiences, with 41% reporting that chatbots lack a human touch. This underscores the need for brands using Conversational AI and automation to lead with empathy as they design conversations. Doing so will allow brands to take advantage of the opportunity to create "ideal shopping experiences," with 77% of consumers saying these ideal experiences should be at least partly digital, and nearly one-quarter (22%) saying they prefer not to interact with humans at all.
To download the full Consumer Preferences for Conversational Commerce & AI report, please visit LivePerson's website.
About the survey
About LivePerson, Inc.
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SOURCE LivePerson, Inc.
Company Codes: NASDAQ-NMS:LPSN
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