Shoppers prefer voice retail AI agents but want a person for serious problems
Overview
ElevenLabs, an AI voice company, published a study saying that nearly half of shoppers who tried a live voice agent preferred speaking and hearing replies as their way to shop, while about 30% preferred speaking and reading.
The company's blog post is the only source for these figures.
The preference for voice weakened when something went wrong. In the study, 61% of shoppers asked for a human after a second failed attempt to fix a wrong charge.
Written by AI from the articles below · updated Oct 27, 6:43 PM ET
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Article timeline
The articles in this story. Times are ET.
- ElevenLabs BlogOfficialShoppers prefer speaking to a retail AI agent after trying one, study finds
AIIn an ElevenLabs study, nearly half of shoppers who tried a live voice agent chose speaking and hearing replies as their preferred way to shop, while about 30% chose speaking and reading. Shoppers' preference for voice fell away when problems went wrong: 61% asked for a person after a second failed attempt to fix a wrong charge.
Heat Trend
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- 7Oct 27, 7:00 PM ET
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