Customers don’t care about your shiny new tech, only about what improves their experience with a brand. That’s the thing to remember when setting up communication channels: tech solutions are not necessarily going to make your customers happier, and they can have the opposite effect.
That was the subject of a recent survey of over 2,000 U.S. consumers commissioned by Invoca.
Among its findings was that over half of customers (52 percent) report feeling frustrated with companies that offer “no option for a human interaction” and close to a fifth (18 percent) go so far as to express anger about it. That indicates a setup that relies exclusively on automated communication incurs more negative than positive feeling, as only 16 percent report that they enjoy the experience.
It’s not a big surprise that Invoca finds variations between age groups with respect to trust in AI. Generally, the younger they are, the more they trust. “AI generated advice (80 percent of 18 to 34-year-olds vs. 62 percent ages 35 plus) — especially when it comes to financial services and healthcare, with 22 percent (each) of 18 to 34-year-olds trusting AI-generated advice for healthcare and finance compared to 10 percent (each) of 65-plus year olds.”
Read more in Too Much AI?
Related:
