Artificial Intelligence (AI) continues to be widely adopted by businesses, with 86% of respondents to a recent PwC survey saying it is "mainstream technology" at their company. With such broad usage, it can be challenging to best determine how to use AI in your business to gain a competitive advantage.
As this technology grows, customers are becoming increasingly comfortable with greater usage of AI in business. For example, only 16% of respondents expressed discomfort about fully automated interactions in a recent Verizon research survey. However, this should not be seen as a desire to completely remove human interaction. The research also shows comfort levels are highest when machine communication is combined with genuine human communication, with 78% saying blended interactions are equally or more satisfying than those that are human-only.
Finding the balance right between AI and human interactions—and appropriate transparency around the use of AI in business—will be increasingly important going forward. Here are some examples of how to use AI in your business in a way that strengthens relationships with your customers, delivers them an optimized service and benefits your bottom line.