消费者准备好迎接人工智能增强交互了吗？

Are consumers ready for generativeAI-augmented interactions? Unraveling the impact of generativeAI adoption on Customer ExperienceManagement (CXM) through the As we consider the implications ofGenerative AI (GenAI), we shouldacknowledge that the majority ofengagements between customers andbrands today are already digital, and havebeen for many years. We use apps to checkaccount balances, monitor stock prices, need reassurance, find digital platformsdaunting or overly complex, or simplydesire a human touch that fosters trustand comfort. At times, even when theyfind the answers they seek through self-service channels, the need for personalized Such scenarios underscore theirreplaceable value of human empathy,especially in high-stress or critical moments Ultimately, brands recognize thatpreferences vary from customer tocustomer and depending on the situation,and seek to address specific consumerpreference in order to keep existingcustomers, and capture competitors’ Brands understand this and must considerthe trade-offs between commoditizingcustomer service though yet moredigitalization and looking to elevate service When it comes to customer service,Teleperformance specializes in optimizingthe execution of a client’s brand strategybased on their unique value proposition.We are pioneering the future of customerservice with eager adoption of GenerativeAI (GenAI). Our strategic implementationof GenAI has propelled our operationsby liberating our team members from Some brands will prefer to use GenAIto offer less human support, despitethe risk of losing high-value-creationcustomers. Meanwhile, others will preferto elevate the level of engagement toattract customers from competing brands.Despite the ‘filters’ that brands can apply June 2024 Are Consumers Ready forGenerative AI-augmentedInteractions? Exploring the Impact of Generative AI Adoption on CustomerExperience Management (CXM) through a Consumer Lens ContentsContents 03Introduction 04Seeing generative AI through the 10Consumer readiness for generative 23Regional variations in consumer readiness 24The way forward for generative AI in CXM Introduction Generative AI has garnered significantinterest in the Customer ExperienceManagement (CXM) industry. It has thepotential to make CXM operations moreeffective and can provide key advantagesto consumers such as personalizedinteractions, better self-service options,shorter resolution times, consistent ensuring a seamless integration oftechnology that aligns with modern However, organizations face a challengingdichotomy, as consumers raise concernsabout data privacy and security, thepossibility of AI hallucinations causing This viewpoint explores consumers’perceptions of gen AI adoption in theircustomer and contact center experiencesbased on our survey of 600 consumers CXM operations’ historic reliance onconventional channels such as telephoneand emails has been disrupted byasynchronous text-messagingapplications, driven by increasingcustomer preference for flexibility and Specifically, we address: Consumer perspective on gen AI inCXM–what do consumers want?Consumer readiness for gen AI acrossindustries–how ready are consumersacross various gen AI use cases?Regional variations in consumerreadiness for gen AI–how ready are Seeing generative AI through the What do consumers want? A top-notch customer experience can transform skeptical shoppers into loyal brandadvocates, but providing that kind of service is increasingly complex, with an ever-expanding arsenal of communication channels available beyond telephone, including 38% of our survey respondents say they speak directly to an agent for customer support,28% use email, and 28% use chat channels such as the company’s website or mobileapplication-hosted chatbot and messaging applications such as WhatsApp, FacebookMessenger, Telegram, or SMS., whereas rest of the respondents say they use socialmedia, video chat, and other channels. While more consumers are using channels suchas chat, email, and social media for customer support, speaking directly with an agent Source: Everest Group (2024) Furthermore, even as organizations offer omnichannel customer support, in consideringa recent customer service event, only 39% of respondents say their objective was met in the first contact. Among those respondents, 36% say they had to contact customerservices twice to get their issues resolved, while 25% had to contact customer support Customer support objectives across channels According to our study, more than 70% of consumers frequently shop and bank online,65% usually book travel online, and 52% usually schedule healthcare appointmentsonline, all of which indicates that a lot of consumers regularly use online services to But are consumers satisfied with the customer support they are receiving through thesevarious channels? A significant proportion of respondents–80%–say they receive asatisfactory response when they speak directly to an agent;