Customer Experience and AI: a long-lasting relationship

Mobile banking, online shopping: Information Technology is part of our everyday life.

According to a recent case study by Capgemini Research Institute, COVID-19 is making companies adopt AI-based solutions with more intensity.

Capgemini’s report is revealing that 54% of the customers are increasingly becoming familiar with technology and making use of digital services, 21% over 2018 (Italy 25% in 2018 and 36% in 2020).

Covid-19 is speeding up customer usage of non-touch systems based on AI, such as vocal assistants or facial recognition. 77% out of the interviewed are expecting to increase the use of these touchless instruments in order to avoid human touch and thus collect bacteria.

Andrea Denaro, Customer Experience Lead of Capgemini Italia, indicates that: “The use of AI in customer experience is not just a temporary trend. Covid-19 has been changing people habits, representing opportunities for companies to improve AI- based systems.”

Do you agree that Artificial Intelligence is actually the future of Customer Experience?

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