Data analysed by the customer experience experts at CX Network, a global online network for customer service and marketing leaders, has found that around a third (34%) of adults said they had used AI chatbots in the past month. Among those, the most reported uses were customer service (50%).
Older adults aged 70 years and over were the most reported age group having used chatbots for customer service (63%) and advice (28%). Whereas younger adults aged 16 to 29 years were most reported as having used AI chatbots to ‘try it out’ (58%) and for entertainment (29%).
Under a fifth (16%) of UK businesses are currently using AI technologies. This data is supported by CX Network’s research report Artificial Intelligence for Customer Engagement which found that 56% of APAC organisations are yet to deploy AI for customer engagement, highlighting that businesses have room to discover the benefits of AI for customer engagement through unfilled potential.
Dan O’Connell, Chief AI and Strategy Officer at Dialpad, said: “Customer loyalty is of huge importance to businesses. Studies have shown that it costs more to acquire a new customer than it does to retain an existing one.
“AI can improve customer intelligence, bolstering the ability of customer service agents to provide real-time support and assistance and improve the experience as a whole. By offering personalised recommendations through AI, businesses can consistently deliver relevant suggestions through predictive analytics, creating a sense of trust and loyalty with their customers.”