Artificial Intelligence: Why Customers Still Prefer Human Assistants

[nusratjahan]

The roadshow presenting the “Retail Transformation” research , carried out by the Digital Transformation Institute and the CFMT in collaboration with Assintel and SWG , continues .
Artificial Intelligence inspires emotions: 68% of consumers surveyed believe it's important for machines to be able to detect the emotions of those around them. This is one of the findings from the Retail Transformation study "Conversations on Transformation: Business and Consumer Scenarios shop between Artificial Intelligence, Big Data, and the Internet," developed by the Digital Transformation Institute and CMFT in collaboration with Assintel and SWG.

The Meaning of Artificial Intelligence
When asked to answer about the meaning of this technology, consumers gave various definitions, such as " Computers that reason, or the brains of robots ," " The ability of a technological system to solve problems by analyzing data. Electronic processes capable of simulating human reasoning, " or " An intelligence certainly superior to our own. A tool with which we will eliminate emotions." Among the words most frequently used by respondents were human ability, robot, machine, and computer.

Human-Robot Interaction
Twenty-six percent of people believe the most important interaction between humans and AI today is auditory, meaning the ability to converse with a voice, and, by the same percentage, visual, meaning a video call with a virtual figure. Much lower percentages are for the ability to interact with avatars (12%) and robots/androids (9%). Many (27%) are still undecided, likely the same people who aren't clear on the meaning of the word and who admit they can't imagine interactions. These include the less educated (+18%), low-income people (+13%), baby boomers (+9%), those with basic digital skills (+9), and women (+5). “ In other words, confidence in AI tools and applications increases proportionally to the cultural level of the interlocutor: further proof, if any were needed, of the need to invest in training (in technology) and culture (in general) to win the challenge of digital transformation, ” says Stefano Epifani, President of the Digital Transformation Institute.