When it comes to the customer experience, consumer comfort levels with artificial intelligence can vary greatly depending on how the technology is applied. As we shared in a recent ebook, consumers often think AI is creepy when it utilizes information they did not directly provide. In other circumstances, however, AI is seen as useful, particularly when it makes recommendations based on past interactions.
In a recent survey conducted by Interactions, we looked at how AI impacts the customer experience in order to better understand how companies can best apply this technology to their benefit. One takeaway from the research that was pretty clear: consumers prefer to interact with conversational AI. In fact, 79% of respondents said that one of the most useful capabilities of AI in providing a positive customer experience is the ability to use conversational words or phrases, as if they were talking to a human, rather than speaking robot talk. Additionally, 70% said they prefer interacting with a virtual assistant that has a human-like voice or personality as opposed to a computer-generated voice.
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