When the COVID-19 pandemic forced lockdowns and disruptions in business operations, organizations turned to video conferencing. It has become the norm. But the latest study of Uniphore reveals the effects of video conversations on people.
Uniphore, a provider of Conversational Service Automation (CSA), and Researchscape International, a market research consultancy, conducted an online survey of 1,000 US and 2,100 consumers across Australia, India, Indonesia, Japan, Malaysia, Philippines, Singapore, UAE, and Vietnam.
It is no surprise that 67% of Filipino respondents said they spent more time on video last year compared to pre-pandemic years. As months went on, people experienced video fatigue which led to the respondents admitting to boredom. Because of this, they resort to multitasking or accomplishing personal tasks during video calls.
According to the Uniphore survey, aside from looking at social media during video calls, there are some who watch YouTube or stream videos (63%), go on bathroom breaks (47%), or do online shopping (30%). About 44% of respondents said they clean the house even if they are on video calls.
Benefits of video calls
But aside from ensuring that organizations function even with remote work, the respondents saw the many benefits of video calls.
When using video, a vast majority (77%) of respondents indicated they felt the participants ranged from somewhat, very, or extremely engaged with them. Further, 78% of participants said video calls provide them with a more meaningful connection with others.
But using video calls has its downside, too. About 31% of respondents say they get bored during video calls. While 28% said they don’t particularly like seeing themselves on camera, 22% of Filipino respondents don’t like getting ready for video calls. Respondents also noted distractions were a challenge with video calls with 40% claimed they can’t tell if others are engaged, 38% feel they are not heard, and 35% said people misinterpret their facial expressions.
“As the survey results revealed, there is still work to do to make virtual interactions as seamless and effective as in-person conversations,” said Umesh Sachdev, CEO and co-founder of Uniphore. “There is a clear need for additional tools and capabilities to enhance higher degrees of people-to-people understanding. Through AI and automation technology, companies and business leaders can create better experiences for customers, pick up on nonverbal cues that they may have missed, and provide insights using data that is decipherable and actionable.”
Interestingly, the survey revealed that 87% of Filipino respondents said they would be open to using automation or AI tools to improve video conversations. Respondents noted they would like AI to help provide tips on how to engage with others (62%), develop deeper connections with others (46%), and multitask more surreptitiously (45%).
Earlier this year, Uniphore acquired two companies — Emotion Research Labs and Jacada — to further leverage video and emotion AI capabilities along with low code automation tools to improve customer experiences. Through the use of AI and machine learning, companies can enhance communication by adding the ability to better understand the engagement levels and emotions of participants and ultimately drive better business results. Uniphore is the only vendor capable of providing a complete platform including low code/no code capabilities along with best-of-breed voice and video AI and automation capabilities.