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The Human Touch: Evolving the AI-Driven Customer Experience

September 14, 2020

The use of AI has accelerated in the months since COVID-19 first gripped the world. With consumers seeking contactless or non-touch interfaces and AI tools expanding their capabilities, it’s clear that AI has a growing impact on customer experience and our daily lives.

According to Capgemini’s new report, The Art of Customer-Centric Artificial Intelligence, more than half of consumers (54%) now use AI-based systems daily, including chatbots, digital assistants, facial recognition or biometric scanners, compared to just 21% in Capgemini’s 2018 research. In addition, over three-quarters (77%) expect to increase the use of these touchless interfaces to avoid direct interactions with humans or touchscreens during COVID-19. Nearly two-thirds plan to continue to do so post-COVID.

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