The latest insights from Genesys highlight a fascinating paradox: 72% of respondents eagerly embrace AI-driven chatbots for customer service, and 56% remain uncertain about AI's true capabilities. The report, titled "The Harmony of Humans and AI: Shaping the Next Chapter in Customer Experience," unveils the generational gap regarding AI, with Generation Z leading the charge at 73% in foreseeing widespread acceptance of virtual agents by 2030.
The uncertainty about AI extends to generative AI, where although 90% are aware, 76% lack insight into its potential. Even tech-savvy younger demographics (58% of Gen Z and 66% of millennials) admit to limited understanding.
A recent study by Infobip has highlighted similar ideas, as more than half of Americans (52%) expect improvements in customer service brought about by AI.
Evident mixed sentiments toward AI
While 40% harbor concerns, the remainder either dismiss fears or consider them exaggerated. Additionally, a significant portion (58%) know individuals apprehensive about AI, while 60% worry about AI fostering human laziness and diminished intelligence.
The report underscores opportunities for organizations to showcase AI's consumer benefits, from enhancing customer experiences to support employees. Stil;, despite AI's potential, a lot of apprehensions persist. For instance, 72% fear AI's dominance could sideline human agents, highlighting a desire for a harmonious human-AI partnership.
Consumer preferences regarding AI interaction offer valuable insights. Emotional empathy from bots is met with skepticism by 60% of Americans, who find such responses irksome. Transparency is deemed crucial, with 80% advocating for mandatory notifications when conversing with AI. Moreover, consumers prefer AI to augment human agents rather than replace them entirely, and they expect seamless access to live assistance around the clock.
Businesses stand to gain by understanding and adapting to consumer views on AI. As technology evolves, a balanced integration of human and AI elements is vital to meet consumer expectations while optimizing workforce efficiency.
Elsewhere, Genesys has revealed a study showing that over one-third of participants would enjoy celebrity voices in their virtual customer service roles, favoring actors and musicians over social media stars and podcast hosts.
