AI-enabled customer interactions more than double since 2018

Artificial Intelligence (AI) has gone mainstream when it comes to customer interactions, according to a new report from the Capgemini Research Institute. More than half of customers (54 percent) have daily AI-enabled interactions with organizations – a significant increase from the 21 percent reported in Capgemini's 2018 research on the subject. The report, 'The Art of Customer-Centric Artificial Intelligence: How organizations can unleash the full potential of AI in the customer experience', reveals the factors that have significantly contributed to AI adoption among customers, including increasing customer trust in AI; an increase in human-like AI interactions; increasing customer concerns arising from COVID-19; and organizations stepping up their AI deployments. COVID-19 has accelerated customer adoption of non-touch AI-based systems, such as voice assistants and facial recognition – a shot in the arm for AI adoption. Over three-quarters of customers (77 percent) expect to increase the use of touchless interfaces to avoid direct interactions with humans or touchscreens during COVID-19, and 62 percent will continue to do so post-COVID.