Businesses and consumers are experiencing a gap in perception when it comes to the use of AI. While almost two-thirds (63%) of businesses believe that chatbots and virtual assistants make it easier for customers to get their issues resolved, only one-third (33%) of consumers agree, according to a customer experience benchmark report from NICE inContact.
There is an even bigger gap when it comes to businesses believing that customers would like to use their virtual assistants (such as Amazon Alexa/ECHO or Google Home) to interact with them. While 68% of businesses carry this perception – and despite ownership of such devices continuing to increase in the US – only 30% of customers actually want to interact with businesses using them.
Even so, businesses are continuing to look to the future when it comes to voice ordering. A report from Feedvisor found that retailers are seeing customers’ increased comfort with using devices like Google Home and Amazon Alexa as an opportunity in the coming years.
What business and consumers do agree on is that customers want to be informed immediately if they are interacting with a chatbot or virtual assistant rather than a live agent. A large study of 10,000 consumers from last year backs up this sentiment, with two-thirds of respondents saying they wanted to know if they were interacting with AI as opposed to a human. Read the rest at Marketing Charts.
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