The challenges of increased video calls in the new normal

Since the COVID-19 pandemic began, the world has acclimated to the virtual way of doing things, as gatherings were prohibited to prevent the further spread of the virus. From casual conversations to work meetings and even special events, many things had to be done online.

As much as video calls were of huge help in allowing education, businesses, and life, in general, to push through amid the health crisis, they also created a slew of challenges for people.

In a study conducted by Uniphore, the leading conversational artificial intelligence (AI) and automation platform, through the market research consultancy Researchscape International, they found that more than two-thirds (67%) of Filipino consumers reportedly spent more time on video calls last year than in prior years.

The survey was completed in June 2021 through the online survey platform Zoho, and there were 1,000 participants from the U.S. and 2,1000 respondents across Australia, India, Indonesia, Japan, Malaysia, Philippines, Singapore, UAE, and Vietnam, aged between 18 to 65 years old.

Many of the participants admitted to doing a wide range of non-professional multitasking, personal tasks, and other projects while on a video calls.

These are some of the activities that the participants confessed to doing during video calls:

• Watching YouTube and Streaming (63%)
• Going to the bathroom (47%)
• Cleaning the house (44%)
• Online shopping (30%)

Survey reveals the challenges of increased video calls during the new normal / Source: Pexels

Thirty-one percent of the respondents cited boredom as the reason for preferring to multitask while in a virtual meeting.

Aside from boredom, being camera-ready was also cited as an issue for some respondents with 28% of them saying that they hated seeing themselves on screen and 22% saying that they dislike getting ready for video calls.

Distraction was also identified as a challenge during video meetings, with 40% saying they can't tell if others are engaged, 38% saying they don't feel heard, and 35% saying their facial expressions are misinterpreted by others.

This is why tech companies are continuously striving to improve user experience during video calls or meetings with the help of automation or AI tools.

“As the survey results revealed, there is still work to do to make virtual interactions as seamless and effective as in-person conversations,” said Umesh Sachdev, CEO and co-founder of Uniphore. “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.”

Even though many are still feeling their way through the new normal, it's good to know that technology can eventually help address the aforementioned challenges that come with virtual calls and meetings. As the old saying goes, “Necessity is the mother of invention.”

So, regardless of new difficulties that arise during the new normal, expect new solutions to be born out of it as well.

For more lifestyle content, head out to GMA's Lifestyle page.

Wondering where to host your next virtual meeting or event? Check the list of must-try video chat apps.