Majority of UAE consumers open to using AI to enhance video conversations

Uniphore survey results revealed the UAE consumer perspectives on the challenges and opportunities for video conversations. The survey identified a disconnect between the benefits of video conversations and the unintended challenges it creates. The results also indicated a strong willingness among UAE consumers to adopt artificial intelligence (AI) technology to drive improvements in their experiences.

When considering the rise of video calls throughout the past 18+ months, local consumers revealed a mix of disappointment and appreciation for what video conversations offer.

Respondents noted some clear benefits of having conversations on video, including better engagement rates. For example, when using video, a majority (74 per cent) of respondents indicated they felt the participants ranged from somewhat very or highly engaged with them. Further, 45 per cent of participants said video calls provide them with a more meaningful connection with others – like connecting with family, telemedicine appointments, and engaging with banking institutions or financial advisors.

More than half (56 per cent) of UAE consumers reported they spent significantly more time on video last year than in prior years. Participants admitted to doing a wide range of nonprofessional multitasking, personal tasks and other projects during video calls, including web surfing, online shopping and social media scanning.

“Since the start of the pandemic, we’ve witnessed the widespread adoption of video conversations across personal and professional engagements. 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.”

While the video is being used today for many purposes, it’s clear that technology can make these video conversations more effective and enjoyable. Of note, according to the survey results, a majority (85 per cent) of UAE respondents said they would be open to using automation or AI tools to improve video conversations. Respondents noted they would like AI to provide engagement tips based on the analysis of emotions (43 per cent), develop deeper connections with participants (39 per cent), and multitask more surreptitiously (36 per cent).

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.

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