{"id":45904,"date":"2024-05-13T16:11:58","date_gmt":"2024-05-13T16:11:58","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=45904"},"modified":"2024-05-13T16:11:58","modified_gmt":"2024-05-13T16:11:58","slug":"genesys-research-uncovers-cross-generational-approval-of-ai-in-customer-service","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/genesys-research-uncovers-cross-generational-approval-of-ai-in-customer-service\/","title":{"rendered":"Genesys Research Uncovers Cross-Generational Approval of AI in Customer Service"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-45911\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/05\/fp-54545465465436.jpg\" alt=\"Customer service robot\" width=\"598\" height=\"335\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/05\/fp-54545465465436.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/05\/fp-54545465465436-300x168.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong><span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-red except-green-class\">A new study by Genesys reveals that people of all ages are open to artificial intelligence provided it enhances their customer service experiences.<\/span><\/span><\/strong><\/p>\n<p><span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-red except-green-class\">The study explores the varying attitudes towards AI across different age groups, highlighting varying levels of enthusiasm yet a shared recognition of its possible advantages for improving customer interactions.<\/span><\/span><\/p>\n<p><strong><span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-green \">Key Findings<\/span><\/span><\/strong><\/p>\n<ul>\n<li><span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-green \">Majority of consumers (72%) are open to interacting with AI-powered chatbots if they can quickly resolve issues, with half believing virtual agents will be widely accepted for customer service by 2030.<\/span><\/span><\/li>\n<li><span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-green \">Younger generations, particularly Generation Z, are more accepting of interacting with AI in the future, with 73% of Gen Z respondents agreeing.<\/span><\/span><\/li>\n<li>Despite high awareness of generative AI (90%), a majority of people (76%) have limited knowledge about its capabilities, including 58% of Gen Z and 66% of millennials.<\/li>\n<li>Consumer sentiments towards AI are mixed, with 40% expressing concerns while the remaining 60% are either unworried or believe fears are exaggerated.<\/li>\n<li>Consumers appreciate the speed and accessibility benefits AI brings to customer experiences, with 82% valuing quicker issue resolution and 81% favoring 24\/7 customer service access.<\/li>\n<li>Consumers prefer AI to enable human agents rather than replace them entirely, with 80% desiring transparency in interactions and 70% comfortable with AI-assisted human agents.<\/li>\n<li>Consumer expectations include around-the-clock access to customer service bots that can schedule callbacks with live agents during business hours.<\/li>\n<\/ul>\n<p><strong>About the Research<\/strong><\/p>\n<p><span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-green \">Genesys conducted this research using an online survey prepared by<\/span><\/span>\u00a0<a href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.methodcommunications.com%2Fmethodresearch%2F&amp;esheet=53982826&amp;newsitemid=20240509204148&amp;lan=en-US&amp;anchor=Method+Research&amp;index=4&amp;md5=1fe43042c01761d8877ce354dbfc6d62\" target=\"_blank\" rel=\"noopener\"><span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-green \">Method Research<\/span><\/span>\u00a0<\/a><span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-green \">and distributed by<\/span><\/span>\u00a0<span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-green \">RepData<\/span><\/span>\u00a0<span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-green \">among 1,000 adults (age 18-plus) in the United States.<\/span><\/span>\u00a0<span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-green \">The sample was equally split between genders, with a spread of age groups and geographies represented.<\/span><\/span>\u00a0<span class=\"tooltip-anchor relative\"><span class=\"highlight-item editor-bg-green \">Data was collected from October 31 to November 6, 2023.<\/span><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A new study by Genesys reveals that people of all ages are open to artificial intelligence provided it enhances their customer service experiences. The study explores the varying attitudes towards AI..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/45904"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=45904"}],"version-history":[{"count":7,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/45904\/revisions"}],"predecessor-version":[{"id":45912,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/45904\/revisions\/45912"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=45904"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=45904"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=45904"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}