These AI-powered helpers can answer questions 24/7 and don’t make users wait on hold, but not everyone sees the benefits of interacting with chatbots in lieu of other channels.
The vast majority of adults across 6 countries believe that organizations are failing to provide a connected experience, defined as organizations knowing their preferences across all channels and being able to provide them with access to the information they need in a timely manner.
A global survey found that among a variety of emerging concepts, cryptocurrencies and their underlying technology, blockchain, leave the most people scratching their heads.
Artificial intelligence (AI) may be catching on with marketers, but their adoption of AI chatbots has been slow going. Just 7% of marketers said they currently use AI-powered chatbots.
Chatbots are expected to be able to help round-the-clock with instant service for simple tasks, but aren’t perceived to be the best channel for more complex inquiries. Chatbots have yet to find broad appeal among consumers, though they do have a user base: 15% have used them to communicate with businesses during the past year.
Two-thirds of Millennials said they’d be likely to buy an item directly from a chatbot, vs. only 14% who said they would not be interested in doing so.
Almost 3 in 5 Millennials have used a chatbot at some point, and that the majority of those who haven’t are at least interested in giving them a go.
About two-thirds of retail marketers are using AI for marketing purposes. This chart shows how.
Just 54% of business and IT executives said they were aware of AI, compared with 78% who were aware of 3-D printing.