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BizReport : Trends & Ideas archives : October 03, 2016

UK consumers believe robots will provide better customer service than a human

More than a quarter of consumers in the UK believe that robots will provide a better customer service experience than a human, according to new research from OpenText.

by Helen Leggatt

Twenty-seven percent of those surveyed by enterprise information management company OpenText believe that a company's customer service would be better operated by a robot than a human. Around the same number believe that order food in a restaurant would also benefit from robotic staff while almost one in five (17%) would prefer to deal with a robot when contact a government institution.

And, found the research, these beliefs are not just held by younger generations. In fact, Generation X (those between the ages of 35-54) was most likely to back the AI technology (58%).

"Customers today expect nothing less than exceptional customer service and will not hesitate to seek services elsewhere if they don't get it," says Mark Bridger, vice president, Northern Europe at OpenText.

"Businesses are fast realizing that they need to alter the way in which they interact with their customers to meet their demands. The introduction of robots and AI will offer an opportunity to revolutionize this interaction process in the very near future."

Recent research from the Direct Marketing Association (UK) found that nearly half (48%) of consumers are interested in brands using artificial intelligence approaches, such as virtual assistants or chatbots, for engagement.

Tags: AI trends, artificial intelligence, chatbots, research, UK

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