Observed Signal · Aug 30, 2022 · Trend Analysis · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
AI Reshapes Customer Interactions but Challenges Remain
This CMSWire article explores the growing role of artificial intelligence in customer interactions, highlighting survey data and expert insights. A Pega survey of 6,000 consumers found 55% are comfortable with AI-based interactions and 68% are more open if AI improves daily life. The piece covers conversational AI, chatbots, voicebots, and AI assistants, citing examples like CVS Health using IBM Watson Assistant during the COVID-19 vaccine rollout. Challenges include language complexity, emotional detection, and the need for human oversight. Experts from IBM, Skit.ai, HGS, and Conversica emphasize that AI should augment human intelligence, not replace it, and that businesses adopting these tools now will be better positioned for future customer expectations.
General industry overview of AI in customer experience; moderate relevance to MarTech but not a specific breaking event or major platform change.
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Key Takeaways & Evidence Grounding
- 55% of consumers are comfortable with businesses using AI to interact with them, per a Pega survey of 6,000 people.
- 68% of surveyed consumers would be more open to AI if it improved their daily life (e.g., saving time or money).
- CVS Health used IBM Watson Assistant to streamline its telephone system during the COVID-19 vaccine rollout.
- Conversational AI must understand user questions, find answers, and return concise responses, according to IBM's Dinesh Nirmal.
- Voice AI can operate 24/7 and reduce customer wait times, but struggles with emotional nuance like sarcasm, per Skit.ai's CEO.
Connected Companies & Entities
5 Entities mapped“The health retailer began using the IBM Watson Assistant to streamline its telephone system while rolling out the COVID vaccine....”
“In a survey of 6,000 people from Pega, 55% of consumers said they’re comfortable with a business using artificial intelligence to interact w...”
“Dinesh Nirmal, general manager of IBM Data, AI and Automation, provided insights on conversational AI and cited CVS Health's use of IBM Wats...”
“Conversational AI often takes the form of a personal assistant, like Amazon Alexa....”
“Conversational AI often takes the form of a personal assistant, like Apple’s Siri....”
Ontology Mapping & Concepts
Related Market Signals & Shifts
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