Motor industry customers usually tend to be completely happy to interact with AI for easy tasks than more complex ones, research has found.
Call answering service Moneypenny commissioned a survey of two,000 UK consumers, who got an inventory of automotive-related services and asked to pick out those for which they’d be completely happy to interact with AI.
The survey found that 34% can be completely happy to make use of AI to book a service or MOT, and 24% to book a test drive, while only 17% can be completely happy using AI to settle a bill and only 10% for purchasing or selling a automobile.
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The survey found 41% of respondents can be unhappy using AI for any motoring-related communications.
The survey results also reveal differing attitudes towards AI across different generations, with 52% of baby boomers and 47% of Gen X saying they weren’t completely happy using AI for any motoring-related communications, compared with 31% of Gen Z.
Also, more women than men were found to be unhappy using AI, at 47% compared with 34%.
AI ‘not one size suits all’
Casey Lewis, business development manager at Moneypenny, said: “As an increasing number of businesses start adopting AI to enhance productivity and efficiency, it’s not a case of 1 size suits all, and with automotive firms, while progress is being made in customers’ readiness to make use of AI for easy queries, the survey showed they aren’t so comfortable to make use of it for more complex conversations.
“In urgent situations, akin to a breakdown or when searching for timely updates on a vehicle in a garage or dealership, customers still prefer chatting with an actual person.
“The perfect customer experiences will due to this fact be achieved by mixing each tech and human communications seamlessly, with AI handling easy queries quickly and efficiently, but deferring consumers to an actual person for more complicated issues.”
This Article First Appeared At www.am-online.com
