Consumers want chatbots to feel human, not look human

A new study by CapGemini finds that consumers are ready to embrace AI support, and that AI interactions, if properly designed, can enhance the personal connection they feel to brands. The study is comprehensive – it is based on surveys of 10,000 consumers from 10 different markets and covers all ages, income groups and employee status. It is current, as the surveys were conducted this May. These surveys were supplemented with three virtual focus group discussions with 8-10 consumers per focus group in the U.S., France and Germany. Research for the report included interviews with several key industry stakeholders and academics.