Intelligent CIO Middle East Issue 72 | Page 28


85 % of UAE consumers open to Artificial Intelligence being used to enhance video call experiences

Uniphore , a provider of conversational service automation ( CSA ) solutions , has released survey results revealing UAE consumer perspectives on the challenges and opportunities for video conversations .

Since the start of the COVID-19 pandemic , the world has seen increased adoption of video calls in nearly every area of life . The survey identified a disconnect between the benefits of video conversations and the unintended challenges it creates . The results also indicated a strong willingness amongst UAE consumers to adopt Artificial Intelligence ( AI ) technology to drive improvements in their experiences . of both frustration and appreciation for what video conversations have to offer .
Respondents noted some clear benefits of having conversations on video including better engagement rates . When using video , a majority ( 74 %) of respondents indicated they felt the participants ranged from somewhat , very or extremely engaged with them . Further , 45 % of participants said video calls provide them with a more meaningful connection with others .
The dark side of video calls : Multitasking and distractions are everywhere
When considering the rise of video calls throughout the past 18 months , local consumers revealed a mix
More than half ( 56 %) of UAE consumers reported they spent significantly more time on video last
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