Most people say they feel frustrated when they encounter AI-powered communication options from brands and are not able to talk to a human, according to recent research from Invoca and The Harris Poll.
The report was based on data from a survey conducted in May 2019 among 2,048 US adults age 18 and older.
Some 52% of respondents say they feel frustrated when a company has only automated communications, such as artificial intelligence-powered chatbots, with no option for human interaction.
Some 18% say they feel angry. But 16% say they like the experience.
Consumers' openness to brands using AI varies widely by vertical, the researchers found.
For example, some 49% of respondents say they would trust AI-generated retail advice but only 19% say they would trust AI-generated advice for financial services.
Younger consumers are more open to AI-experiences compared with older consumers: Some 22% of 18-to-34 year olds say they would trust AI-generated advice for healthcare and finance compared with 10% of respondents age 65 and older.
About the research: The report was based on data from a survey conducted in May 2019 among 2,048 US adults age 18 and older.
Continue reading "How Consumers Feel About Brands' Use of AI" ... Read the full article
MarketingProfs provides thousands of marketing resources, entirely free!
Simply subscribe to our newsletter and get instant access to how-to articles, guides, webinars and more for nada, nothing, zip, zilch, on the house...delivered right to your inbox! MarketingProfs is the largest marketing community in the world, and we are here to help you be a better marketer.
You may like these other MarketingProfs articles related to Marketing Technology: