This audio is automatically generated. Please let us know if you have any feedback.
Diving briefs:
- Four in five consumers want business Deploy AI with robust guardrails Because they don't trust technology Genesys Survey was released in August.
- However, less than a third of business leaders are researched as reporting that their organizations have comprehensive organization-wide AI policies and oversight.
- What's even worse, Over a quarter of customer experience leaders Let's say their organization is ready to deploy. agent Research has been discovered despite the lack of governance policies in place for AI.
Dive Insights:
Even though consumers don't trust technology, businesses are rapidly adopting and marketing AI.
In fact, the survey shows that customers Decreased purchasing intention If the product description contains AI terminology, it is primarily to reduce emotional trust. Consumer mistrust is rooted in perceived threats to ethics and morality, including misinformation, misinformation and copyright infringement, and concerns about the accuracy of the products that have been produced, Forester principal analyst told sister publication CX Dive in November.
Consumer trust in AI has grown, especially for businesses Use it behind the scenescustomers still prefer to talk to humans. At the very least, they want assurances that humans will be involved when the problem is complex or sensitive.
Around nine in 10 customer experience leaders agree that strong governance is important to protect brand reputation, build long-term trust and loyalty with customers, and increase consumer comfort with autonomous systems, Genesys found.
However, more than a third of CX leaders say their organizations have little or no formal governance policies, according to the survey.
“The gap between what leaders know and what their organizations have implemented is particularly concerning given the clear demands from consumers for transparency and surveillance,” Genesee said in the release. “This makes it important for businesses to close the gaps before deploying agent AI at scale.”
Also, consumers are far less likely to trust Agent AI to process sensitive customer data. More 5 cx readers trust agent AI to protect such data Comparing with Less than two in five consumers were found.
Still, more than half of consumers don't care if humans or AI solve the problem. They want it to be “quickly and completely done,” Genesee discovered.
