Artificial intelligence is becoming increasingly popular
Consumers worldwide are increasingly willing to use applications with artificial intelligence: 58% of the study participants are very interested or curious, 29% would be interested if the quality is right. Only 14% of respondents have no intentions. It is striking that Germans are more skeptical about AI-based tools than consumers from the USA or Latin America.
Siri, Cortana, Alexa74% of respondents used voice-based search assistants such as Apple's Siri, Microsoft's Cortana, Amazon's Alexa or Google Now in November 2016. This represents a significant increase in usage compared to the reference month of May 2016 within just six months: While only 9% percent of voice search users used Siri & Co. at least once a week in May, this figure had already risen to 38% in November 2016.
Despite the increasing demand, only a few consumers feel comfortable using voice-based services in public: while voice search is only comfortable for 17% of respondents in public and only 27% at work, 84% of study participants prefer to use the services in their own homes.it is expected that interest in voice-based services will continue to grow as quality increases. Within six months, users are already much more satisfied: while half of those surveyed worldwide rated the quality of search results as "high" and "very high" in May 2016, this figure rose to 81% in November 2016. The regional differences in the quality assessment are just as striking. Germans and residents of the British Isles in particular were the least convinced by the quality of the search results. In these regions, speech recognition often still has difficulties processing different accents and dialects.
Bots: Artificial intelligence for e-commerce and customer serviceBots currently offer the greatest potential in e-commerce and customer service, as they can process purchases and make purchase recommendations in direct contact with customers. Customers receive personalized assistance in their Facebook Messenger or WhatsApp. The HubSpot survey revealed that 47% of respondents are interested in making purchases using chatbots. Bots can also be used in customer service, for example to answer queries or provide prompt assistance around the clock: 57% of consumers surveyed are interested in receiving information from a website bot instead of navigating through the menu. Customers are particularly interested in a quick and simple solution for simple requests, regardless of whether they are helped by a human or a bot. Only for more complex queries do 71% users prefer to contact a service employee.
