Podcast ¦ CX Files: Nirali Amin – LivePerson – The State Of Customer Conversations And The AI Gap

Access the full podcast series here 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. ...

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