Customers Looking for Transparency and Human-Like Interactions from AI

Capgemini recently published “The Secret to Winning Customers’ Hearts With Artificial Intelligence” infographic, which showed that 73 percent of customers are already aware that they are having interactions enabled by AI. About 69 percent of them are satisfied with their AI interactions, and some of the key benefits customers see are greater control and 24/7 availability.

However, customers still have some demands of marketers. Approximately 64 percent want AI to be more human-like, and two-out-of-three customers want to know if they are interacting with an AI-enabled system or a human. That being said, just seven percent of organizations prioritize solving customer pain points in implementing AI-enabled interactions.

Integrating AI into Marketing Strategies

Marketers have been slow overall to integrate AI into their strategies, according to previous research, which may be contributing to the problem.

Econsultancy and Adobe teamed up to conduct the “Digital Intelligence Briefing: 2018 Digital Trends” report and found that just 28 percent of top-performing companies are already using AI. Forty-three percent do not have plans to use AI within the next 12 months, while 29 percent of top performers said it was on their agenda.

“The slow adoption could be put down to confusion or lack of knowledge around AI’s applications, amid widespread concerns over the societal impact of automation in general,” wrote the authors of the report.