Emotions Win: What Customers Expect in the Age of AI



Even though 80% of businesses already use or plan to use chatbots by 2020, over half of consumers believe the future should entail a combination of human and automated interactions.

Consumers need the confidence they get from talking to a person, especially when it comes to high-stakes purchase decisions like a mortgage or insurance plan.

To better understand what consumers need to feel comfortable when making these important purchases, and the impact artificial intelligence (AI) will have, Invoca surveyed 1,000 consumers in the U.S., and compiled the findings into a report alongside data from Adobe’s Experience Index.

Download this guide to learn:

  • How customers value a Brand’s EQ
  • How AI fares in the battle for a human connection
  • Brand EQ by Industry

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