People are still iffy about video conversations during COVID-19

The pandemic has changed the world of online communication led by heavy dependence on this medium for personal and work life.

Although huge numbers have flocked to it, they are still not comfortable to fully incorporate it. Consumers are holding out for better artificial intelligence (AI) to improve user experience.

Why did we adopt it?

There was no escape from responsibilities when the pandemic overtook the world, instead it became an overbearing experience. As per Uniphore report, 76% of consumers have used video communication for family and personal calls, 61% used it for education, and 59% used it for work.

Due to public gathering restrictions, 22% of the consumers have used it for telehealth.

In the future, users want to continue using it for personal, education, and work.

Challenges of video conversations

A stable internet connection, devices, or the basic infrastructure are not the only issues faced by people during video calls. Mental health, insecurities, and comfortability must be taken into account.

32% of users feel that video calls are more exhausting than normal ones, 30% dislike having to get ready, and 27% of the people do not like to see themselves on the camera, the report states.

Other issues like people losing focus (45%), they do not feel heard (33%), and unable to understand whether the people are engaged (31%) disconnects the speaker from their audience.

Adopting AI can drive user engagement by noting when a person is not paying attention, resolve customer service issues quickly, and diagnose health issues. It can be used to post on-screen transcription to help reduce accent issues. Finally, it can suggest tips based on facial expressions and emotions.