By  on July 23, 2018

Though consumers are increasingly accepting of artificial intelligence, they can find it spooky if the technology is too tech-y — or too real. According to Capgemini’s latest report, “The Secret to Winning Customers’ Hearts with Artificial Intelligence: Add Human Intelligence,” 55 percent of consumers prefer interactions to be a mix of human and digital. What’s more, 64 percent of consumers want the technology to resemble humans — in some ways.

“It is somewhat ironic that natural language processing and machine learning provides organizations with the opportunity to build deeper, more human relationships with their customers. By focusing their AI implementations to reimagine, streamline and simplify customer interactions, organizations 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,” said Mark Taylor, chief experience officer of digital customer experience practice at Capgemini.

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