Video calls: Getting ‘camera-ready’ and other challenges
With the increased adoption of video calls for office meetings, being “camera-ready” has been identified as a key issue by Filipinos. A consumer survey conducted by conversational service automation solutions provider Uniphore shows that 28% of Filipino respondents don’t like seeing themselves on camera and 22% dislike having to “get ready” for video calls.
Apart from the problem of getting “camera-ready”, Filipinos also said distractions were a challenge: 40% claimed they can’t tell if others are engaged, 38% feel they are not heard, and 35% said people misinterpret their facial expressions. The respondents also said boredom was a challenge, which is why they end up multitasking. They admitted to doing a wide range of non-professional multitasking, personal tasks, and other projects during video calls. These include watching YouTube and streaming (63%), going to the bathroom (47%), cleaning the house (44%), and online shopping (30%).
Rise of video calls
More than two-thirds (67%) of Filipino consumers reported that they spent significantly more time on video last year than in prior years.
The Uniphore survey has identified a disconnect between the benefits of video conversations and the unintended challenges they create. When considering the rise of video calls throughout the past 18 months due to the COVID-19 pandemic, Filipino consumers revealed a mix of both frustration and appreciation for what video conversations have to offer.
On the plus side, respondents noted some clear benefits of having conversations on video, including better engagement rates. When using video, a vast majority (77%) of respondents indicated they felt the participants ranged from somewhat, very, or extremely engaged with them. Moreover, 78% of participants said video calls provide them with a more meaningful connection with others. This is especially important for conversations that require empathy or trust.
Can AI help?
“Since the start of the pandemic we’ve witnessed the widespread adoption of video conversations across personal and professional engagements. As the survey results revealed, there is still work to do to make virtual interactions as seamless and effective as in-person conversations,” said Uniphore CEO and Co-Founder Umesh Sachdev in a press statement.
“There is a clear need for additional tools and capabilities to enhance higher degrees of people-to-people understanding. Through AI and automation technology, companies and business leaders can create better experiences for customers, pick up on nonverbal cues that they may have missed, and provide insights using data that is decipherable and actionable,” he said.
Based on the survey results, an overwhelming majority (87%) of Filipino respondents said they would be open to using automation or artificial intelligence (AI) tools to improve video conversations. Respondents noted they would like AI to help provide tips on how to engage with others (62%), develop deeper connections with others (46%), and multitask more surreptitiously (45%).