Understanding America’s Love-Hate Relationship with AI in Customer Care

Today, companies want to take advantage of every channel available to reach customers: text, phone, webchat, email, Facebook Messenger, Alexa and more. These various touchpoints give companies more opportunity to interact with their customers than ever before.

To support the millions of customer conversations happening each day, customer experience professionals have started to experiment with artificial intelligence (AI) technology.

Until now, data on how consumers really feel about AI has been lacking. In conducting the Trust in AI Study, our aim was to seek insight into consumers’ communication preferences and develop an understanding of how everyday people want AI to play a role in the customer experience.

  • Download the executive summary here: https://www.interactions.com/wp-content/uploads/2018/09/WP_Trust-in-AI_Exec-Summary_09-25-18.pdf