Filipinos are fine with adopting artificial intelligence (AI) technology to improve their video conversation experience, according to Uniphore, a conversational service automation company.
A June 2021 survey commissioned by Uniphore showed that Filipinos are both frustrated and appreciative of video conversations, with more than three-fourths of respondents saying video provided a more meaningful connection (78%) and kept them better engaged (77%) with others.
In contrast, 40% of the respondents claimed they can’t tell if others are engaged, with 38% feeling they are not heard, and another 35% stating people misinterpreted their facial expressions.
Participants also admitted multitasking as a result of being bored during a call (31%). Among the specific multitasking activities reported were the following:
Watching YouTube and streaming (63%)
Going to the bathroom (47%)
Cleaning the house (44%)
Online shopping (30%)
Others challenges cited were having to get ready for a video call (22%) and not liking to see themselves on camera (28%).
Technology can make video conversations more effective and enjoyable, said Umesh Sachdev, chief executive officer and co-founder of Uniphore.
“As the survey results revealed, there is still work to do to make virtual interactions as seamless and effective as in-person conversations,” he said in a press statement. “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.”
Nearly nine-tenths (or 87%) of the Filipinos surveyed said they would be open to using AI to improve video conversations. Sixty-two percent indicated wanting assistance on how to engage with others, with 46% wanting to learn how to develop deeper connections. A further 45% wanted to learn how to multitask covertly.
The global video conferencing market is projected to grow from $6.28 billion in 2021 to $12.99 billion in 2028 at a CAGR (compound annual growth rate) of 10.9% during the forecast period, according to market research firm Fortune Business Insights. Zoom, one of the most utilized web conferencing platforms worldwide, generated $882 million in the last quarter of the 2021 fiscal year, a year-over-year increase of nearly 400%.
The Philippines is one of the countries covered by this online survey, commissioned by Uniphore and conducted by Researchscape International, a market research consultancy. Country-specific results for the US, Australia, India, Indonesia, Japan, Malaysia, Singapore, United Arab Emirates, and Vietnam can be viewed here. — Patricia B. Mirasol