Genesys, a global leader in AI-powered experience orchestration, unveils insights into consumers’ attitudes towards AI in customer experience (CX). The report delves into generational perspectives, highlighting both differences and commonalities in how consumers perceive AI’s role in shaping their interactions with brands.
- Consumer Acceptance of AI in CX
- Majority (72%) agree to interact with AI-powered chatbots if issues are swiftly resolved.
- Half foresee widespread acceptance of virtual agents for customer service by 2030.
- Generational Variances in AI Perception
- Generation Z (73%) shows the highest readiness to interact with AI.
- Uncertainty prevails (56%) regarding the extent of AI’s capabilities across all generations.
- Mixed Feelings and Concerns Surrounding AI
- Divided opinions: 40% express concerns, while others dismiss fears.
- Over half know someone apprehensive about AI, citing concerns about human laziness and intelligence decline.
- Value of AI in Enhancing Customer Experiences
- AI’s benefits include speed (82%) and 24/7 accessibility (81%) for issue resolution.
- Despite concerns, consumers acknowledge AI’s potential to improve CX.
- Consumer Preferences for AI Interaction
- Desire transparency (80%) in AI interactions, with mandatory notifications.
- Prefer AI to augment human agents rather than replace them, emphasizing the importance of human touch.
- Navigating Consumer Preferences for AI-Assisted CX
- Understanding consumer desires crucial for optimizing AI-powered interactions.
- Businesses should balance AI efficiency with human engagement to meet consumer expectations effectively.
Genesys’ report sheds light on the nuanced relationship between consumers and AI in CX. While acceptance grows, concerns persist, emphasizing the need for businesses to prioritize transparency and human-centric interactions. By leveraging AI to complement human efforts, organizations can deliver seamless, personalized experiences that resonate with diverse consumer preferences, ensuring sustainable CX excellence in the digital era.