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  • Beyond The Hype: What 1,000 U. S. Customers Really Think About AI
    The Bad · Only 32% of customers have successfully resolved a customer service issue using AI or ChatGPT technologies That number is low One theory is that customers often don’t realize AI is
  • Nearly 60% Use AI to Shop — Here’s What That Means for Brands . . .
    Consumers are increasingly offloading the mental burden of choice to AI, while still keeping the final say I call this “augmented decision-making ” That shift compresses the traditional customer journey With nearly 77% of people saying AI helps them make faster decisions, the old marketing funnel doesn’t really apply anymore
  • 25 stats about AI in customer experience that show how . . .
    61% of consumers say humans understand their needs better than AI 53% say it provides more thorough explanations 52% say human customer service agents are less likely to frustrate them than chatbots 50% say humans offer more options to address their problems
  • What consumers do and don’t want from AI | World Economic Forum
    Workforce shifts are a massive component of these gains As Cognizant's New work, new world study projected last year, 90% of jobs will be affected by AI, most of them dramatically Myriad roles that impact the customer experience could be automated: service reps, financial advisors, claims adjudicators and more
  • What if Customers Started Saying No to AI? - Slashdot
    The article also cites an assistant marketing professor at Washington State University, who found customers are now reacting negatively to the term "AI" in product descriptions — out of fear for losing their jobs (as well as concerns about quality and privacy)
  • What are customers saying about generative AI startups?
    Since OpenAI’s launch of its GPT series, language models have grown bigger and better, leading to breakthroughs in AI sentiment analysis, translation, and reading comprehension In customer support, Forethought has raised over $90M in equity funding Its AI tools triage messages, route tickets, and predict user intent and sentiment
  • Most consumers wouldn’t let AI make purchases on their behalf . . .
    Companies should make sure they understand what customers want from AI recommendations Two in five shoppers say AI currently feels more like an upselling tool than a helpful assistant, according to the Omnisend survey Another 2 in 5 cited the flurry of targeted ads as the main drawback of e-commerce AI in its current state Companies may also





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