How Different Generations Feel About AI-Powered CX Bots

How Different Generations Feel About AI-Powered CX Bots

Artificial Intelligence — Tue., Jun. 18, 2024

Older Americans are skeptical of AI-powered customer experience bots, according to recent research from Genesys. Baby Boomers are less confident in people embracing chatbots and voicebots compared to Gen Z.

A survey of 1000 Americans aged 18+ found that 42% of Baby Boomers think people will embrace AI-powered CX, while 73% of Gen Z respondents believe so. 88% of Baby Boomers worry about not reaching a human in the future, compared to 55% of Gen Z.

50% of Baby Boomers think fears around AI are not exaggerated. The report was based on a survey of 1000 Americans aged 18+ in Q4 of 2023.

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