Exploring Consumer Sentiments Towards AI in Customer Experience: A Generational Perspective

Are you ready to dive into the world of AI and customer experience (CX)? New research from Genesys® sheds light on how consumers feel about interacting with AI for CX, and how those opinions vary by generation. The report, titled “The humans and AI in unison: Driving the new era of customer experience,” reveals some interesting insights that may surprise you.

One key finding is that the majority of consumers (72%) have no hesitations about interacting with AI-powered chatbots, as long as the technology can quickly resolve their issues. In fact, half of consumers believe that virtual agents will be widely accepted for customer service by 2030. And as you might expect, concerns about interacting with bots decrease with each younger generation, with nearly three-fourths (73%) of Generation Z respondents agreeing.

However, despite the growing acceptance of AI in customer service, there is still a level of uncertainty among consumers about the technology. More than half of respondents (56%) are unsure about what’s true or exaggerated when it comes to AI. This uncertainty is particularly evident when it comes to generative AI, with 76% of people knowing little to nothing about its capabilities.

While some consumers have concerns about AI, such as fears of it making humans lazy and less intelligent, others see the value that AI can bring to their everyday lives. For example, 82% of consumers rank speed as one of the most rewarding benefits of AI, whether that means shorter hold times or quicker issue resolution. Additionally, the ability to access customer service 24/7 is highly valued by consumers.

So, what do consumers really want when interacting with AI-powered bots? They don’t want emotional empathy from bots, prefer transparency about whether they are speaking to a bot or a human, and expect AI to enable human agents rather than replace them entirely. Consumers also desire around-the-clock access to customer service bots, with the option to speak to a live agent if needed.

In conclusion, businesses have an opportunity to leverage AI to enhance customer experiences, but they must navigate consumer preferences carefully. By providing a balance of human and AI interactions, businesses can meet consumer needs while optimizing their own workforce. As technology continues to evolve, it’s essential for businesses to stay informed and adapt to meet the changing expectations of consumers.

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