Capgemini - AI-enabled customer interactions
Artificial Intelligence (AI) has gone mainstream when it comes to customer interactions, according to a new report from the Capgemini Research Institute. More than half of customers (54%) have daily AI-enabled interactions with organizations – a significant increase from the 21% reported in Capgemini’s 2018 research on the subject. The report, ‘The Art of Customer-Centric Artificial Intelligence: How organizations can unleash the full potential of AI in the customer experience’, reveals the factors that have significantly contributed to AI adoption among customers, including:
AI capabilities have been evolving, but COVID-19 has accelerated adoption of these tools and made intelligent machines part of our new normal lives, both now and in the future COVID-19 has accelerated customer adoption of non-touch AI-based systems, such as voice assistants and facial recognition – a shot in the arm for AI adoption.
Capgemini Research Institute surveyed customers across twelve countries in April and May 2020: Australia, Brazil, China, France, Germany, India, Italy, Netherlands, Spain, Sweden, the UK, and the US. It also surveyed 1,060 business leaders from large organizations with at least $1 billion in 2019 annual revenue across a range of sectors and countries. In addition, the Institute also conducted in-depth interviews with industry executives and two virtual focus group discussions with end-customers.
Key Highlights India as well as Globally
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2014 The Global Indian New Network (TGINN)