Enterprise Connect AI 2024 Schedule
Consumers aren’t Enthusiastic About AI – How Can Businesses Address their Concerns?
Robin Gareiss (CEO & Principal Analyst, Metrigy)
Location: Second Level; Meeting Room 203-204
Date: Wednesday, October 2
Time: 1:15 pm - 2:00 pm
Pass Type: Conference, Industry Conference, Exhibitor Staff - Get your pass now!
Session Type: Conference Track Session
Track: AI for CX
Vault Recording: TBD
Business leaders are bullish on the business value of AI, with implementations ranging from self-service bots, agent assist for customer service, and predictive analytics for sales, to name a few. Their goals include improving customer experience, along with revenue growth and improved employee longevity.
The problem, according to extensive Metrigy research, is that customers aren't sharing that enthusiasm. They say customer service isn't improving, and they generally aren't receptive to chatbots and other emerging technologies.
During this session, Metrigy CEO & Principal Analyst Robin Gareiss will draw on research covering both enterprise companies and consumers to answer the following questions:
- Nearly 70% of enterprises are using generative AI. How do they plan to use it at scale, and to what extent do CX leaders and consumers trust it?
- What types of AI do enterprises use for customer interactions—and do customers even want to use them?
- Where are the gaps and alignments between what enterprises are doing and what consumers want to use?