Neuro.net, together with the "Position" research center, conducted a study among residents of million-plus cities to find out the attitude of Russians towards voice robots on company hotlines. 1233 people took part in the survey.
The study showed that 61% of respondents regularly encounter human-like voice robots on the hotline. Most respondents prefer to call the hotline during the day (40%) or in the evening (29%).
The survey results also showed that more than 40% of respondents prefer the robot to communicate with them in a calm tone. For most Russians (34%), politeness is the most attractive feature in a robot's voice.
For 60% of Russians, an average speech rate (about 120 words per minute) is comfortable. More than a third of respondents believe that polite phrases that the robot uses in the conversation help to dispose interlocutors to communication.
Russians also pointed out the most useful functions of voice robots, such as notifications and reminders (29%), providing background information (28%), helping to resolve technical issues (27%), and making appointments (21%).
The study also examined the issue of people's trust in voice assistants. Most Russians (31%) believe that in order to inspire confidence in subscribers, the robot should be able to switch the conversation to an operator, if required. Also, the ideal voice assistant should be friendly, polite and unobtrusive.
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