Genesys Unveils Insights on Consumer AI Adoption

New Genesys Report Finds That All Generations Are Ready for AI

Despite differing opinions on AI, 72% of consumers agree they have no hesitations about interacting with AI-powered chatbots, Genesys unveiled.

Genesys, a global cloud provider in AI-powered experience orchestration, unveiled a study titled “The humans and AI in unison: Driving the new era of customer experience.” It examines how consumers feel about interacting with AI for customer experience and how those opinions differ by generation.

Despite differing opinions on AI, the majority of respondents (72%) agree they have no hesitations about interacting with AI-powered chatbots — if the technology can quickly resolve their issues.

In fact, half of consumers believe virtual agents will be widely accepted for customer service by 2030. And concerns lessen with each younger generation about whether or not they’ll interact with a bot in the future — with nearly three-fourths (73%) of Generation Z respondents agreeing.

Examining people’s general outlook on the future of AI, more than half (56%) of respondents are uncertain about what’s true or exaggerated. This is particularly highlighted by the recent hype around generative AI — while 90% of people are familiar with the term, the majority (76%) still know little to nothing about its capabilities. Even younger generations, who historically have been viewed as early adopters of technological advances, admit to a lack of familiarity with the technology (58% of Gen Z and 66% of millennials).

Research shows that customer service bots are one of the most recognisable forms of AI to consumers. But after years of providing fragmented interactions, they’ve also earned a bad reputation as one of the most frustrating parts of CX. Now, nearly three-fourths of respondents (72%) fear AI will make it impossible to reach a human agent.