An Emplifi report indicates that consumer preferences for social media brand interactions are shifting, with over half preferring human support and one-quarter opting for AI assistance. Satisfaction with AI-powered support is relatively high, with 71% of users satisfied. Familiarity with AI increases comfort with its use in customer service. Key benefits of AI include 24/7 availability and quick responses, with most users expecting immediate replies. Additionally, consumers desire transparency regarding AI in customer care interactions.
If they are a person who's played around with ChatGPT and various AI platforms, they're more likely to trust that consumer affairs, customer care data. If they aren't someone who's done that, they're a lot less likely to trust it.
Nearly three-quarters of AI users are comfortable with AI answering basic product questions. Only 2 in 5 consumers who don't use AI are comfortable with the technology answering basic product questions.
The top benefit of AI is 24/7 availability followed by fast responses. Two-thirds of respondents said they expect an immediate response from AI.
More than 4 in 5 social media users want brands to disclose AI usage in customer care.
Collection
[
|
...
]