Conversational AI is growing rapidly, but consumers have a few concerns | MarTech

"The use of conversational AI for customer service and sales is rapidly increasing, according to a new report from Twilio, which found 63% of organizations in either the final or complete stages of development, and 85% of consumers reporting interactions with an AI agent within the past three months. The report, "Inside the Conversational AI Revolution" (no registration required), also found that 99% of organizations anticipate their conversational AI strategy will change in the next 12 months."

"But there is a significant gap in perceptions of conversational AI between business leaders and consumers. While 90% of business leaders believe their customers are satisfied with their conversational AI experiences, only 59% of consumers report satisfaction. Fortunately for businesses, consumers' satisfaction with AI agents is improving quickly. While only 45% were satisfied with their interaction more than three months ago, that number jumped to 67% for those interacting with AI agents within the past three months."

"83% of business leaders believe conversational AI can replace human agents, but 78% of consumers say it is important to be able to switch from an AI agent to a human agent. Only 15% of consumers reported experiencing a seamless handoff from AI to human agents. 51% of consumers are uncomfortable sharing personal or financial information with AI agents, and 66% feel uneasy about an AI agent having access to their full history with a business."

63% of organizations are in final or complete stages of conversational AI development, and 85% of consumers interacted with an AI agent within the past three months. Ninety-nine percent of organizations expect their conversational AI strategy to change within 12 months. Business leaders are more optimistic than consumers: 90% of leaders believe customers are satisfied, while 59% of consumers report satisfaction. Consumer satisfaction rose from 45% for interactions more than three months ago to 67% for interactions within the past three months. Many organizations plan rapid replacement of current solutions, and consumers express concerns about handoffs and data privacy.

Read at MarTech