Survey: The Brits on AI Assistants for Shopping Support

Photo: GeoMarketing

The new study from Genesys about AI assistant found that:

• 54% were happy to have their queries answered by an AI assistant or a human, showing no particular preference either way
• 28% are still entirely skeptical about the advantages offered by bots, they would rather be put in direct contact with a human customer service representative
• 48% said that bots were best applied to the more basic support tasks, such as replying to frequently asked questions or providing account information on the fly.

Even with this apparent improvement to the reputation of bots, half of those questioned said that they found that the best way to get the desired outcome from a customer service interaction was to make a call to an actual employee of the firm in question.

Customers expect to experience tailor-made interactions with businesses, both when engaging with bots and human workers. And it’s mean that personalization of services is important.

source: https://www.shopsafe.co.uk/news/brits-embrace-ai-assistants-for-shopping-support/12554