“However, consumer comfortability with AI assistance significantly drops off for more complicated, high-stake retail interactions,” said a spokesperson for the company. “The study found 80 percent of consumers prefer to speak with a human when resolving problems post-purchase, and another 71 percent want the human element during the in-store experience.”
But when AI/chat bots are deployed tactically, 49 percent of respondents said they are “willing to shop more frequently” while 34 percent said they “will spend more money and 38 percent will share their experiences with friends and family.”
In the report from PointSource, “Finding Common Ground Between Consumers and Artificial Intelligence,” researchers said most consumers have had interactions with AI-powered chat bots, but might not have known it.
“However, according to our findings, just over half (54 percent) of U.S. consumers report having used an AI application in the past year,” authors of the report said. “Consumers still lack a firm understanding of what AI experiences can look and feel like today, which means that many AI-powered touch points go unrecognized as such.”
The authors of the report said that AI experiences occur daily for most consumers and include Facebook advertisements as well as Amazon recommendations, insurance underwriting and Google image searches. The AI experiences are well integrated into everyday experiences that it feels normal to consumers.
Read the source article at WWD.