Making a case for the use of artificial intelligence in brands’ customer experience programs
In observance of International Fraud Awareness Week, Sitel Group and CallMiner partnered to conduct this survey which set out to identify consumer concerns around fraud, habits and channel preferences for communicating with brands/companies and perceptions around the use of artificial intelligence (AI) and speech technology by brands to prevent fraud.
How comfortable are your customers with your brand?
- Almost all Americans (92%) think the risk of fraud is increasing in our day-to-day activities
- The majority of Americans (65%) would not feel comfortable making a purchase via a smart assistant like Google Assistant or Amazon Alexa
- More than half of Americans (55%) would not continue doing business with a brand if they found out that brand does not use technology (e.g., artificial intelligence) to monitor for fraudulent activity on their accounts