A survey conducted in 2024 in the United States shows which are the characteristics that matter the most for consumers when interacting with customer experience (CX). For both aware and unaware groups, having their problems effectively resolved is the most important, at 48 and 34 percent respectively. For the unaware group, having a fast and friendly service are equally important, at 14 percent; as for those aware, receiving help for a wide range of issues and a friendly service have the same importance.
Most important characteristics when interacting with AI-powered customer experience solutions in the U.S. in 2024
Aware consumers: those who can correctly identify what AI means in the context of customer experience (CX) solutions. They have a more critical view of AI interactions, tend to express more skepticism, and generally show a preference for live human support over AI-powered solutions.
Unaware consumers: those who lack a specific understanding or awareness of AI in CX contexts.
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RetailWire. (August 18, 2024). Most important characteristics when interacting with AI-powered customer experience solutions in the U.S. in 2024 [Graph]. In Statista. Retrieved December 22, 2024, from https://www.statista.com/statistics/1490050/favorite-features-when-interacting-with-ai-powered-cx-united-states/
RetailWire. "Most important characteristics when interacting with AI-powered customer experience solutions in the U.S. in 2024." Chart. August 18, 2024. Statista. Accessed December 22, 2024. https://www.statista.com/statistics/1490050/favorite-features-when-interacting-with-ai-powered-cx-united-states/
RetailWire. (2024). Most important characteristics when interacting with AI-powered customer experience solutions in the U.S. in 2024. Statista. Statista Inc.. Accessed: December 22, 2024. https://www.statista.com/statistics/1490050/favorite-features-when-interacting-with-ai-powered-cx-united-states/
RetailWire. "Most Important Characteristics When Interacting with Ai-powered Customer Experience Solutions in The U.S. in 2024." Statista, Statista Inc., 18 Aug 2024, https://www.statista.com/statistics/1490050/favorite-features-when-interacting-with-ai-powered-cx-united-states/
RetailWire, Most important characteristics when interacting with AI-powered customer experience solutions in the U.S. in 2024 Statista, https://www.statista.com/statistics/1490050/favorite-features-when-interacting-with-ai-powered-cx-united-states/ (last visited December 22, 2024)
Most important characteristics when interacting with AI-powered customer experience solutions in the U.S. in 2024 [Graph], RetailWire, August 18, 2024. [Online]. Available: https://www.statista.com/statistics/1490050/favorite-features-when-interacting-with-ai-powered-cx-united-states/
