AI creates a better ‘chat-mosphere’ for customer service

Consumers demand human-like interaction with AI, as businesses expect chatbots to dominate customer service over next five years

Recently, a lot of the discussion around Artificial Intelligence (AI) has been negative, with experts claiming robots could soon take over our jobs. However, by slowly allowing the technology into our homes and chatting with the likes of Alexa, Siri, and Google Home, it seems people no longer fear the rise of the machines.

In fact, according to new research commissioned by Amdocs, consumers and businesses agree that AI technology is here to serve. The global study, conducted on behalf of Amdocs by research firm Forrester, revealed:

Half of consumers think Artificial Intelligence (AI) is increasingly becoming a part of their everyday life and will be essential within five years.

49% of consumers admit the technology has driven their expectations of customer service.

Most businesses (76%) believe that 85% of customer interaction will be performed by bots within five years.

Bots have become more convincing and persuasive; over a third (37%) of consumers admit they forget they’re talking to a computer when interacting with a bot.

The majority (73%) of consumers demand human-like interaction with AI, and even have preferences when it comes to the gender and ‘personality traits’ of their virtual helpers:

Female bots were preferred over male (35% vs 15%), with desired traits including a sense of humour (29%), and politeness (64%)

“Artificial Intelligence (AI) has been domesticated and normalised in the minds of many consumers. Where once ‘AI’ meant robots and sci-fi, now it is has become accessible, is in people’s homes, and is helping them to complete everyday tasks,” said Jonathan Kaftzan, Head of Marketing at Amdocs Digital. “Consumers are also starting to see how businesses can use the technology to improve their services and the level of interaction they receive.”

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David Dungay

Editor - Comms Business Magazine