With the rapid development of Artificial Intelligence (AI) technology, an increasing number of consumers are willing to communicate with AI agents for quicker services. According to the latest survey report from tech company Salesforce, over 15,000 global respondents show a growing positive attitude towards AI agents, although trust remains a challenge.
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The survey found that 72% of consumers believe their trust in companies has decreased over the past year. Meanwhile, 60% of respondents think that the advancement of AI technology makes it more crucial for businesses to build trust. Additionally, 54% of AI users are skeptical about the data used to train these systems, indicating concerns about data privacy and security. Moreover, 80% of consumers believe that a good customer experience is as important as the product itself, and 65% think companies are too hasty in handling customer data.
Key findings from the survey also include that 69% of consumers expect consistent interactions across departments, and more than a third of respondents say cumbersome return processes or inconvenient purchasing experiences can lead to losing loyal customers. The longest wait time for resolving a single customer service issue was nine hours, and nearly a third of customers did not receive the solutions they needed after interacting with customer service in the past six months.
Despite these issues, 54% of consumers say they do not care about the method of interaction with the company, as long as the problem is resolved quickly. Notably, about a third of consumers are willing to choose automated or digital methods to purchase products, and 34% are willing to communicate with AI agents to avoid repeating the problem.
Transparency is particularly important in this process, with 45% of consumers saying they would be more inclined to use AI agents if they could clearly understand the escalation channels. Meanwhile, 44% of consumers also want the logic of AI agents to be clearly explained. Although younger generations (such as Gen Z and Millennials) have a relatively lower acceptance of AI agents, overall, consumer expectations and acceptance of AI agents are gradually increasing.
In conclusion, building trust, improving response speed, and ensuring personalized service will be key to the success of AI agent applications in future businesses.
Key Points:
🌐 72% of consumers report a decline in trust in companies, highlighting the urgent need to address trust issues.
⚡ More than a third of consumers are willing to interact with AI agents for faster service.
🔍 Transparency and clear escalation channels will enhance consumers' willingness to use AI agents.