INFOGRAPHIC of UAE consumers trust an AI chatbot for scheduling a car service appointment and 24 % say they are happy to use an AI chatbot for tracking a lost or delayed package. However, when it comes to more sensitive or urgent tasks, consumer confidence in AI drops. Only 13 % would trust AI to dispute a suspicious transaction on their bank account with 43 % instead preferring to handle this in-person. Similarly, when it comes to troubleshooting a home Internet issue, only 20 % of consumers across the Emirates are happy to rely on an AI chatbot, with 50 % preferring to troubleshoot the issue with someone on the phone.
Humans and AI
For all the frustrations with AI – almost half( 47 %) of UAE consumers say their customer service interactions with AI chatbots have not met their expectations – the research does suggest that consumers consider AI as crucial for organisations looking to deliver exceptional customer experiences.
For one, in addition to seamless service( 90 %), quick response times( 89 %) and accurate information( 88 %), more than threequarters( 76 %) of UAE consumers expect the organisations they deal with to provide a good chatbot service.
But perhaps more interestingly, 85 % of consumers across the Emirates expect the option for self-service problem solving, which does indicate the need for organisations to integrate AI insights and data analysis into service channels to anticipate customer needs before they arise.
“ While AI in customer service is currently falling short of consumer expectations, it is not failing. Rather, it is evolving. There is an opportunity for businesses to refine AI by empowering it with the right information, making it more adaptive, emotionally aware and seamlessly integrated with human agents to take / recommend the next best action and deliver unparalleled customer relationships,” said O’ Neill.
“ Consumers do not want less AI – they want AI that works smarter. By understanding the biggest pain points, companies can make AI a trusted ally rather than a frustrating barrier.” x
William O’ Neill, Area VP UAE, ServiceNow www. intelligentcxo. com
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