Customers are increasingly using AI-based systems to interact with organizations. As of 2020, 54 percent of customers have daily AI-enabled interactions with organizations, including using technologies such as chatbots, digital assistants, facial recognition or biometric scanners.
Customers' frequency of AI-enabled interactions with organizations worldwide in 2018 and 2020
The question asked to the respondents: “How often do you have interactions enabled by artificial intelligence (e.g. chatbots for customer service, digital assistants, facial recognition for customer identification, biometric scanners for payments, etc.) in a month?”
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Capgemini. (July 16, 2020). Customers' frequency of AI-enabled interactions with organizations worldwide in 2018 and 2020 [Graph]. In Statista. Retrieved November 13, 2024, from https://www-statista-com.ezproxy.canberra.edu.au/statistics/1155960/customers-frequency-ai-enabled-interactions-organizations/
Capgemini. "Customers' frequency of AI-enabled interactions with organizations worldwide in 2018 and 2020." Chart. July 16, 2020. Statista. Accessed November 13, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/1155960/customers-frequency-ai-enabled-interactions-organizations/
Capgemini. (2020). Customers' frequency of AI-enabled interactions with organizations worldwide in 2018 and 2020. Statista. Statista Inc.. Accessed: November 13, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/1155960/customers-frequency-ai-enabled-interactions-organizations/
Capgemini. "Customers' Frequency of Ai-enabled Interactions with Organizations Worldwide in 2018 and 2020." Statista, Statista Inc., 16 Jul 2020, https://www-statista-com.ezproxy.canberra.edu.au/statistics/1155960/customers-frequency-ai-enabled-interactions-organizations/
Capgemini, Customers' frequency of AI-enabled interactions with organizations worldwide in 2018 and 2020 Statista, https://www-statista-com.ezproxy.canberra.edu.au/statistics/1155960/customers-frequency-ai-enabled-interactions-organizations/ (last visited November 13, 2024)
Customers' frequency of AI-enabled interactions with organizations worldwide in 2018 and 2020 [Graph], Capgemini, July 16, 2020. [Online]. Available: https://www-statista-com.ezproxy.canberra.edu.au/statistics/1155960/customers-frequency-ai-enabled-interactions-organizations/
