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Summary
Live Person’s research reveals a gap between how businesses perceive AI and how customers feel about it. While 91% of business leaders are comfortable using AI to engage customers, only around 50% of customers feel positive about it. This gap has widened due to negative media coverage of generative AI and the challenges it can pose. However, the research also shows that customers have a long-term belief that AI will improve, indicating potential for businesses to use AI effectively in the future. The key is to introduce AI in the right way, with phased approaches and guardrails to build customer confidence and ensure accurate responses and better outcomes.
Key Points
- 91% of business leaders feel comfortable using AI, while only around 50% of customers have a positive perception of it.
- The negativity around generative AI has contributed to the widening gap between businesses and customers.
- Customers believe that AI will improve in the long term, despite their current skepticism.
- Introducing AI in the right way and using guardrails can help build customer confidence and ensure accurate responses.
- The “flywheel” framework by Live Person focuses on understanding, connecting, assisting, and automating customer interactions using AI.
- Starting with assisting human agents and then gradually phasing in customer-facing AI builds confidence and improves outcomes.
- Automation, when implemented correctly with testing platforms and guardrails, can lead to faster and more effective resolutions at scale.
- Using generative AI, a bank achieved significant results with 40% of conversations resolved using only 27 articles or documents.
- Properly categorizing and formatting knowledge base articles helps generative AI produce better responses for agents and customers.
- The research suggests that companies can leverage the long-term belief in AI’s improvement to drive customer satisfaction in the future.
- Data and insights play a crucial role in understanding customer needs and developing a connection strategy.
- Agents can use generative AI to increase productivity, improve conversations, and deliver better NPS and CSAT results.
Key Statistics
- 91% of business leaders feel comfortable using AI, while only around 50% of customers have a positive perception of it.
- 40% of conversations in a bank were resolved using only 27 articles or documents out of thousands.
Key Takeaways
- There is a gap between businesses’ perception of AI and customers’ feelings about it.
- Generative AI has received both positive and negative media coverage, contributing to customer skepticism.
- Customers believe that AI will improve in the long term, indicating potential for its effective use in the future.
- Using phased approaches and guardrails can help build customer confidence and ensure accurate responses.
- The “flywheel” framework by Live Person focuses on understanding, connecting, assisting, and automating customer interactions using AI.
- Automation, when implemented correctly, can lead to faster and more effective resolutions at scale.
- Properly categorizing and formatting knowledge base articles helps generative AI produce better responses.
- Companies can leverage the long-term belief in AI’s improvement to drive customer satisfaction.
- Data and insights are crucial in understanding customer needs and developing an effective AI strategy.
- Generative AI can increase productivity, improve conversations, and deliver better NPS and CSAT results for agents.
- Using the right approach, AI can provide accurate and helpful assistance to both agents and customers.
- Customer confidence in AI can be built through careful deployment and testing of the technology.
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