More than half (51%) of consumers would rather use apps or a website for shopping and banking than visit a physical shop or branch, new research from conversational AI and ambient intelligence leader, Nuance Communications has shown.
Almost two-thirds (57%) of Australians expect more of their interactions will be online or virtual compared to pre-pandemic, with consumers becoming more adept at self-serving, coupled with convenience and speed as clear priorities in the customer experience.
However, with the rise in digital engagements comes increasing security concerns for many consumers. One-third (33%) agree that a form of biometrics, such as fingerprint, is the most trusted authentication method, followed by PINs or passwords (31%).
Nuance Australia and New Zealand managing director, Robert Schwarz said Covid-19 has changed our relationship and interactions with businesses of all types.
“Social distancing and lockdowns forced people to look online for products and services. Our research shows that people are not returning to stores instead they are more open to staying with the digital solutions they relied on during Covid-19,” he said.