“Organizations should be clear whether it’s a computer or a real person that we are interacting with. Otherwise there's no trust if you think you were speaking to a real person the whole time or, if you found out later, then you feel foolish.”
Mark Taylor, Chief Experience Officer, Digital Customer Experience Practice, Capgemini
“It is somewhat ironic that natural language processing and machine learning provides organizations with the opportunity to build deeper, more human relationships with their customers. By focusing their AI implementations to reimagine, streamline and simplify customer interactions, organizations can boost customer spend and loyalty. To see the biggest bottom-line boost, firms need to make both artificial intelligence and customer experience a strategic priority.”
Research Highlights
Consumers know and want AI, but one that is informed by human intelligence
AI is no longer alien to consumers
Consumers want the reassurance of a human presence
Consumers want transparency in AI by design
Human-like AI qualities are a hit with consumers
Consumers find the idea of a digital alter ego exciting
Organizations focus on costs and RoI rather than consumer pain points
Nuances around customer preferences are lost on most organizations
Organizations are focusing on implementation costs and RoI and not on consumer preference
Jerome Buvat provides a glimpse into the findings of "The Secret to Winning Customers’ Hearts with Artificial Intelligence: Add Human Intelligence", the latest research from the Digital Transformation Institute.
Executive Vice President, Global CTO – Insights & Data. Certified Master Architect. Member of the Group Technology & Innovation Council. Lead author of TechnoVision. Executive lecturer at TIAS Business School.
Globally responsible for overseeing, building and delivering Capgemini’s Digital Customer Experience portfolio, in the areas of Marketing, Sales, Service, Commerce and FrontEnd (Interactive).
