Consumers sometimes trust chatbots more than other humans, says survey

4 juli 2016
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One in four people are more willing to trust customer service chatbots with their sensitive information than a human, a study into artificial intelligence by Mindshare has found.

The Group M media agency’s Humanity in the Machine report, launched today, identifies how brands can best use AI chat interfaces, following a survey of 1,000 UK consumers aged between 18 and 65.

In partnership with Goldsmiths University, Mindshare ran several experiments with IBM Watson, the machine learning platform, to see how brands can build chatbots that replicate human interaction.

The research found that 63% of people would consider communicating with a chatbot to contact a business or brand, while 48% agreed it feels “creepy” if it is pretending to be human.

Chatbots are becoming increasingly popular in digital marketing, particularly for customer service. Last week Mondelez announced it would use Facebook Messenger bots to talk directly to customers, while Manchester City Football Club has also launched a bot on Facebook Messenger.

Bron en volledig artikel: campaign

 

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