Consumers increasingly prefer to interact with bots rather than humans, especially when it comes to researching products, learning about new services or making customer service queries. A new study from the Capgemini Research Institute finds almost 70 percent saying they will progressively replace visits to a store or bank with their voice assistant within three years’ time. The study surveyed over 12,000 consumers and 1,000 business executives and finds a rapid rate of change, 40 percent of those now using voice assistants have only started doing so in the last year. And they're using those assistants for a range of… [Continue Reading]
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