Research we've conducted together with academic partners such as SINTEF and Durham University.
This study, conducted by Marita Skjuve (SINTEF), interviewed 10 actual bank customers about their experiences with IVRs and the bank’s brand new voice VA, and asked them:What would you prefer? A human, an IVR, or a voice VA?
Intuition and research alike tells us that human likeness helps to make virtual agents (VAs) more trustworthy, but when a VA fails to provide help - does it really matter how human like it is? (Spoiler: it does not!)
"If it's easy, a chatbot will do. But complex stuff? I want a human for that". But what is "easy" and what is "complex"? How does this influence user preferences to use a chatbot? We dug into this together with...
In this article, we dive into the concept of inclusive design: Designing for vulnerable users. Regardless of your virtual agent (VA)'s use case, you will have vulnerable users, and it is good to think about how to design your VA...
