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ElevenLabs conducted three studies with shoppers in the UK, US and several other countries to examine shoppers' preferences for interacting with retail AI voice agents. The research shows that when shoppers were first asked to actually use an ElevenLabs voice agent before answering, nearly half chose "speak and listen to a reply," about 30% chose "speak and read text on screen," and voice ranked first across all six shopping tasks; among respondents who had not tried it, typing preferences led voice by more than 4:1. The research also found that the more serious the problem, the less willing shoppers were to hand it over to an agent, with only 34% choosing an agent in an erroneous charge scenario; if an agent fails once, 61% want to be transferred to a human.
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ElevenLabs Retail AI Agent Field Test: Nearly Half of Shoppers Choose Voice Interaction After Trying ItDevelopments
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ElevenLabs conducts research on shoppers using retail AI voice agents
Source:ElevenLabs Blog
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Oct 27
ElevenLabs BlogFirst-party
ElevenLabs Retail AI Agent Field Test: Nearly Half of Shoppers Choose Voice Interaction After Trying It
Three studies by ElevenLabs of shoppers in the US, UK and other countries show that when shoppers were asked to actually use the ElevenLabs voice Agent first before answering, nearly half chose "speak and listen to the reply," about 30% chose "speak and read text on screen," and voice ranked first across all six shopping task categories. Among respondents who had not tried it, preference for typing led voice by more than 4:1. The more serious the problem, the less willing shoppers were to hand it over to the Agent; in the erroneous charge scenario, only 34% chose the Agent, and if the Agent failed once, 61% demanded transfer to a human.