How consumers engage with businesses is evolving dramatically. Organizations are using this technology to achieve a range of business goals, such as: influencing sales, boosting operations, driving customer engagement, and generating insights. To understand AI’s impact on customer experience in particular, we have conducted this worldwide, cross-sector research to explore how consumers perceive AI and which interactions they believe could be better delivered by humans, which by AI, and which by a mix of humans and AI.
We found that consumers are increasingly more aware of when AI is being used by organizations; consumers like it, and they are becoming more prescriptive of when and how it is used alongside humans. In this report, we:
- Explore how consumers think about AI and their expectations from organizations while interacting via AI
- Assess how organizations use AI for customer experience and where they are missing the mark in terms of what consumers want and expect
- Recommend strategies for augmenting the customer experience in an AI world.