Survey: AI adds value for customers - SHINE News

The application of artificial intelligence is expected to make companies more efficient and add customer value, according to the latest study. Some 54 percent of Chinese consumers are willing to embrace digitalization and the use of artificial intelligence in customer service -- against an average of 43 percent at global level, according to a study by consultancy Accenture and Ant Financial. As many as 47 percent of Chinese customers are willing to let companies use their personal information to provide tailor-made services -- against the global level of 38 percent. Up to 80 percent of customers expect service staff to know about their previous dialogue and to understand their demands on the basis of protecting privacy while 55 percent are willing to pay extra for tailor-made services. Ant Financial has been improving its own service capabilities by analyzing consumer demand to allocate staff and resources at its call centers, and a number of industries, such as consumer finance, insurance, transport and online retailing, have adopted its capabilities and solutions.