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How Comfortable are Customers With AI?

How Comfortable are Customers With AI?

Over the past few years, various industries are seen shifting to artificial intelligence to provide services. AI is found on online stores, customer service departments, and even on Facebook pages.

Conversational AI Solutions are often seen as chatbots that provide quicker, more convenient service to consumers while giving the business a cheaper option with less monitoring to deal with customers’ concerns. Over the past few years, more and more companies have been seen transitioning. This situation begs the question: just how comfortable are customers with AI?

Customers’ Comfortability and Confidence in AI

Two studies were conducted to answer this question. One research is by Treasure Data and the other by Blue Fountain Media. These studies have surveyed 1000 US citizens each to find out how they feel about the current trend in AI usage.

According to Blue Fountain, 39% of the respondents acknowledge that they enjoy the fruits of AI through smart home devices. These devices include Amazon’s Alexa and Google Home, Ring doorbells, and other forms of automation at home.

18% have also said that they use AI in GPS and navigation. The integration of AI into people’s daily lives has been seamless, so much so that 26% of the total respondents have not noticed how quickly AI is rolling out. 38% feel positive about the pace of AI integration, too.

Despite the apparent acceptance and positive view towards the automation of industries and services, consumers still prefer the human touch.

The Preference Of Human-To-Human Interaction

Customers still like humans over AI in some industries. While they do acknowledge the benefits of automation, consumers believe that certain fields should stay human. These fields include medicine (i.e., veterinary services, dentists, doctors), wherein 87% of respondents said they would trust a human doctor’s diagnosis over the diagnosis of an AI.

For the field of customer service, 41% said they would prefer human agents over AI ones. According to the study conducted by Treasure Data, customers prefer human agents because they understand concerns better (72% of respondents) and provide more thorough explanations (59% of respondents).

However, the preference towards human customer service does not mean that customers are not in favour of or are against the rollout of AI. In fact, they have said that they would choose AI in certain situations.

AI is Absolutely Welcomed and is Far From Useless

Since the rollout of chatbots and Conversational AI Solutions, customers have started to take a liking to these automated customer service providers. More than 1 in 3 of those who preferred electronic systems cited a boost in efficiency in the Treasure Data study.

37% of the respondents said that they spend less time on hold when dealing with AI customer service, and another 37% have said that AI is more efficient. 20% have also said that AI is less likely to anger them when providing solutions to their problems.

Other researches show that customers feel happier when customer service is “personalized, always on and real-time, consistent”. Consumers appreciate the quick answer that chatbots provide, while those with more complex problems can always take it up with human agents.

While consumers prefer humans when it comes to more personal industries such as psychology, nursing, and veterinary services, they have no qualms with automating other jobs.

The jobs that consumers want to be automated include librarians (35% of respondents), bankers (46% of respondents) and travel agents (40% of respondents).

According to Treasure Data, customers prefer automated booking and planning “less as a matter of convenience and more as a matter of cost savings.” Other fields that customers feel should be automated include accounting, banking, and insurance.

More and more companies are relying on Conversational AI Solutions, chatbots, and AI in general. The public, too, shows increasing reliance and a positive welcoming to automation. Both parties accept AI because of the cost-efficiency and convenience that it brings.

Nevertheless, consumers prefer human service providers in more personal jobs or in industries that have more impact on their lives. This preference is apparent in the fact that human doctors’ diagnoses are more trusted.

Consumers, however, find no issue in automating other services to increase efficiency and the speed of problem-solving. Most of the public even welcome the idea of being increasingly reliant on artificial intelligence.

More and more people use AI for their homes, their navigation, their complaints and requests, and their day-to-day searches. Based on the data gathered, it is apparent that customers are highly comfortable with AI.


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