The latest report of the Capgemini Research Institute shows that artificial intelligence is widely used in customer interactions: more than half of customers (54%) interface daily with companies through artificial intelligence systems.
This is a significant increase compared to 21% reported in the Capgemini report of 2018 dedicated to the same theme.
The report reveals factors that have contributed significantly to the adoption of artificial intelligence by customers, such as increased confidence, increased interactions with artificial intelligence similar to human intelligence, increased concerns arising from Covid-19 and increased awareness of the potential of artificial intelligence.
Covid-19 has accelerated the use by customers of… non-touch systems based on artificial intelligence, such as voice assistants and facial recognition.
Over three quarters of respondents (77%) expect to increase the adoption of touchless interfaces in order to avoid contact with other people and touchscreens during the pandemic, while 62% say that they will continue to adopt this behavior even once it will be The figure rises further in countries such as Germany (73%) and Brazil (71%).
Companies are taking note that touchless interfaces are becoming an integral part of customer experience in a world that pays ever greater attention to health and safety: in this regard, 75% of respondents believe that the increased propensity of
From a sectoral point of view, Automotive (64%) and Public Sector (62%) are distinguished as the largest users of artificial intelligence. The diffusion of car voice interfaces explains in part the dominant position of Automotive.
In 2018, confidence was considered one of the areas to be improved by respondents and the latest research shows that companies have made great progress in this area. More than two thirds of customers (67%) trust the recommendations and customized suggestions received from interactions with artificial intelligence. In addition, almost half (46%) believe that artificial intelligence interactions are reliable (it was 30% in 2018), while the percentage of those who claim to be untrusted with technology in terms of security and privacy fell to 36% compared to 49% in 2018.
Customers also require more human-like artificial intelligence interactions, and even in this case companies have committed themselves to meeting their expectations. In general, 64% of respondents believe that artificial intelligence interactions are very similar to those with people (compared to 48% in 2018), with customers in China (74%), Australia (72%) and the United States (70%) with the highest satisfaction rate.
Organizations have consciously sought to build similar characteristics to human ones in the applications of artificial intelligence, so that 72% of companies agree that they are actively trying to make their interactions with artificial intelligence more similar to human intelligence.
Although customers have increased their interactions with artificial intelligence since 2018, their level of satisfaction has decreased. In general, 57% of customers are satisfied with artificial intelligence interactions, compared to 69% in 2018, while 51% consider IA….positive experience only if it exceeds its expectations.
The research showed that a larger number of customers are satisfied with the use cases Examples include car parking, detection of fraudulent banking transactions and authentication of payments via biometric scanners.
Few customers have had experience of artificial intelligence above their expectations and this can be traced to the fact that most organizations (73%) follow only a basic KPI (key performance indicator) to measure the customer experience, linked exclusively to According to the report, to ensure that artificial intelligence systems can really allow companies to analyze and improve their customer experience, companies themselves must incorporate measurement and feedback management when designing and developing artificial intelligence technologies.
The Capgemini study in 2018 showed that in most companies (93%) less than 30% of customer interactions were based on artificial intelligence. Today, however, only 10% of organizations share this statement, while 80% say that the percentage of contact with customers enabled by artificial intelligence is between 30% and 50%. According to the report, in two or three years more than half of the interactions will be enabled by artificial intelligence in the vast majority of organizations (80%).