The world of customer care is constantly evolving, as consumer preferences shift and new technologies become available. What’s become apparent recently, however, is that consumers’ level of comfort with automated customer care systems is changing.
We often see people getting first curious and then confused or even scared with the thought of artificial intelligence. This is mainly because we were first introduced to AI via science fiction – like the classic Terminator or the more recent Westworld.
There’s no doubt that 2017 was an exciting year for Intelligent Virtual Assistants (IVAs) and artificial intelligence. We conducted research showing that consumers’ comfort with automated technology is increasing, and most are willing to try out new methods for resolving customer service issues.
There was a point when the term AI conjured thoughts of Terminator and murderbots that took over the world. Today, there’s a resurgence of the term, but times have changed. Now, for many people, the initial image is that of helpful appliances, friendly robots, self-driving cars, wearables, and automated dog walkers.