Research from Capgemini’s Digital Transformation Institute has revealed that artificial intelligence (AI) is no longer alien to consumers, with close to three-quarters (73 per cent) indicating they have interacted via AI, and 69 per cent of those who have used AI being satisfied with those interactions. The report reveals that 55 per cent of consumers prefer interactions enabled by a mix of AI and humans, and 64 per cent want AI to be more human-like. These human-like qualities can generate significant goodwill and drive a greater propensity to spend for nearly half (48 per cent) of consumers. However, many organisations are failing to take consumer pain points and preferences into account when applying AI technology to their customer experience (CX), focusing more on traditional metrics such as the cost of implementation and expected return on investment (ROI).
The report, which surveyed 10,000 consumers and over 500 companies across 10 countries, found that 63 per cent of AI-aware consumers like AI because of its 24/7 availability and how it provides greater control over their interactions. Consumers are also opening up to the possibility of digital alter egos – 48 per cent say the opportunity to be able to delegate tasks to an electronic personal assistant is exciting, with another 46 per cent believing it will enhance their quality of life.
Consumers want human-like, not human-looking AI
Consumers’ growing comfort in using AI is also increasing their reassurance in AI having human-like attributes. More than three in five consumers (62 per cent) are comfortable with human-like intellect. Nearly half (49 per cent) say they would have a higher affiliation to a company if their interactions enabled by AI were more human-like. Surprisingly, this preference transcends the generations. Across all age groups between 18 and 55+ years, consumers prefer interactions to be enabled by a mixture of human and AI.
However, customers want their AI to be heard, and experienced, but not seen. While they are keen for AI to have a human-like voice (62 per cent) and the ability to understand human emotions (57 per cent), physical features are deemed ‘creepy’. Over half (52 per cent) of customers are not comfortable when AI is set up to look like a person. The report also finds that two-thirds of consumers (66 per cent) would like to be made aware when companies are enabling interactions via AI.
Businesses fail to prioritise customer experience when implementing AI
Despite consumer appetite for AI-powered customer experiences, businesses are prioritising traditional metrics over customer preferences. The report found that 62 per cent of organisations are prioritising cost and 59 per cent of organisations are prioritising ROI as the most important factors when implementing AI technology. Just 7 per cent of organisations rank solving known consumer pain points, and 10 per cent rank impact on customer experience as important factors in implementing AI-enabled use cases. That is a clear oversight, details the report, given that consumers are willing to spend more when the experience is positive. The report found that 38 per cent of shoppers have purchased more following a good AI-enabled experience, with a quarter increasing their spend by up to 10 per cent. In addition, AI-enabled interactions also foster more loyalty to and higher trust in the company.
Mark Taylor, Chief Experience Officer, Digital Customer Experience Practice, at Capgemini said, “It is somewhat ironic that natural language processing and machine learning provides organisations with the opportunity to build deeper, more human relationships with their customers. By focusing their AI implementations to reimagine, streamline and simplify customer interactions, organisations can boost customer spend and loyalty. To see the biggest bottom-line boost, firms need to make both artificial intelligence and customer experience a strategic priority.”
This research surveyed 10,000 consumers and over 500 executives at leading organisations across 10 global markets. All organisations had revenue above $1 billion in FY17. The global survey took place in May 2018 and was supplemented with three virtual focus group discussions with 8-10 consumers per focus group in the US, France, and Germany. The research also included interviews with several key industry stakeholders and academics.