Consumers Demand “Human-like” Artificial Intelligence: Study

While respondents are keen for bots to have a human-like voice and hold the ability to understand human emotions, physical features are deemed ‘creepy’.

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While consumers are relatively content with interacting with chatbots powered by artificial intelligence (AI), they want bots to sound more human-like, according to a study by Capgemini.

People reportedly want their AI to be heard and experienced, but not seen. While respondents to the survey are keen for bots to have a human-like voice (62%) and hold the ability to understand human emotions (57%), physical features are deemed ‘creepy’. Over half (52%) of customers are not comfortable when AI is set up to look like a person.

A majority of consumers appeared to prefer interactions enabled by a mix of AI and humans. However, Capgemini says, many organizations are not taking such consumer preferences into account and instead focusing on cost-cutting and returns on their investment.

Close to three quarters (73%) of respondents in the survey have confirmed that they have interacted with bots, with 69% saying they were satisfied with the interactions.

What’s more, 48% of respondents have said they are delighted to be able to delegate tasks to an electronic personal assistant, with another 46% believing it will enhance their quality of life.

However, two-thirds of respondents (66%) demanded that they should be made aware when companies put their calls through a bot.

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The ability to contact customer service whenever they want and having control over interactions are among the main reasons they like bots.

“Consumers’ growing comfort in using AI is also increasing their reassurance in AI having human-like attributes. More than three in five consumers (62%) are comfortable with human-like intellect,” the report added.

The French technology company claims to have contacted 10,000 consumers and over 500 companies in 10 countries for the study.

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