「没有客户或用户一觉醒来会说『我希望今天能跟一个聊天机器人或 AI agent 说话』」：调查称在 AI 时代，听起来更「有人味」的品牌会胜出

New research from WordPress VIP has uncovered just how much AI is impacting browsing and online shopping habits, with three in four (74%) consumers believing the Internet feels less 'human' than it did 10 years ago, largely due to AI and automation.

40 minutes is now the average time before consumers feel so-called 'bot fatigue', where they've been interacting with too much AI and want more human connections, the study claimed.

But while artificial intelligence promises to solve more and more customer service tickets, three in five (61%) consumers cannot even name a single brand that uses AI well in marketing or CX.

Consumers are fed up with AI

Additionally, shoppers and customers don't feel that AI is an advantage that businesses should shout about. They'd much rather have better experiences without the constant reminders.

Two-thirds of consumers say mentioning AI in brand messaging is a turn-off for them rather than a selling point, and 86% still don't trust AI-generated content, including troubleshooting and support in customer service chats.

Rather than replacing human workers and tools, consumers seem much happier to accept it as a replacement for other digital services, like search engine discovery. They want companies to focus on appearing in AI search results, but they still want original human content and direct access to sources.

"No customer or user wakes up and says, ‘I hope I get to talk to a chat bot or an AI agent today’," ServiceNow Head of Global Innovation Brian Solis wrote. "Human-centered design is truer today with artificial intelligence."

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With several years’ experience freelancing in tech and automotive circles, Craig’s specific interests lie in technology that is designed to better our lives, including AI and ML, productivity aids, and smart fitness. He is also passionate about cars and the decarbonisation of personal transportation. As an avid bargain-hunter, you can be sure that any deal Craig finds is top value!