Consumers Show Less Enthusiasm For AI Interactions With Brands
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The portion of U.S. consumers who said they felt positive about engaging with companies through artificial intelligence (AI) fell to 50% last year from 62% a year earlier, according to a survey by software developer LivePerson.
The decline contrasts with mounting enthusiasm for AI among business leaders who were surveyed separately. They like the idea that AI can automate customer-service functions at scale while reducing costs. LivePerson warns that companies may damage their brands if customers aren’t ready for interactions with newer technologies – leading to an “AI gap.”
The decline contrasts with mounting enthusiasm for AI among business leaders who were surveyed separately. They like the idea that AI can automate customer-service functions at scale while reducing costs. LivePerson warns that companies may damage their brands if customers aren’t ready for interactions with newer technologies – leading to an “AI gap.”
