Increasing AI Chatbot Adoption in Customer Service Faces Varied Reactions
According to a recent article from CivicScience, 80% of marketing and sales leaders expect to utilize chatbots as part of the customer experience in 2024. AI chatbots are becoming the norm in several industries, including law, fashion, telecommunications, and fast food. Their increasing adoption in customer service aims to cut costs and embrace technological advancements, but how do consumers feel about the shift?
CivicScience’s consumer data shows mixed sentiments among U.S. consumers who have interacted with customer service chatbots. For post-purchase customer service, 43% of consumers prefer phone calls, followed by email at 20%. However, the preference for live chat and chatbots has grown from 13% in 2022 to 17% in 2023. Forty-five percent of U.S. adults don’t look favorably on chatbots, a slight increase from 2022. Moreover, a mere 19% find them helpful in addressing their needs. Gen Zers are more likely (37%) to feel favorable about chatbots than older consumers 55 and over (7%).
Customer satisfaction data reveals that two-thirds of consumers were satisfied with their last customer service experience related to a purchase, with 48% of happy customers preferring phone communication and 20% opting for email. Interestingly, 17% of satisfied consumers used chatbots, compared to fewer unsatisfied customers. Advances in chatbot technology seem to be improving perceptions, with 44% of users finding them at least somewhat helpful, up from 34% in 2022. Despite this, the majority of consumers still generally find chatbots unhelpful.
Access more News & Insights from CivicScience here.
Richtech Offers a Unique Customer Experience via Robotic Beverage System
Nevada-based Richtech Robotics Inc. announced completing its ADAM advanced robotic beverage system installation at Ghost Kitchens International Inc. in a Dawsonville, GA Walmart. Richtech Robotics and Ghost Kitchens recently signed a non-binding Letter of Intent for the deployment of ADAM at 240 locations across the United States, designed to transform the food and beverage industry with robotic solutions that offer a unique customer experience while automating business operations. The Dawsonville Ghost Kitchens is the first to integrate ADAM, which began serving coffee drinks on June 13, 2024. Customer feedback at the Dawsonville location has been positive thus far.
“ADAM’s introduction to the beverage industry addresses several key challenges, including the need for consistency, efficiency, and a memorable customer experience,” said Matt Casella, President of Richtech Robotics. “By automating drink preparation, ADAM is intended to allow human staff to focus on creating meaningful connections with guests, thereby elevating the overall customer experience.”
ADAM’s AI technology is intended to enhance operational efficiency and heighten engagement with customers through intelligent AI conversation. The system features a fully integrated touchscreen point-of-sale system for ordering and payments and will offer customized beverages on demand. Richtech Robotics will program, maintain, and repair the ADAM systems, and Ghost Kitchens will facilitate location logistics, staff management, and leasing.
Watch ADAM in action in this YouTube video.
Carnival Enhances Two Loyalty Program Perks for Frequent Cruisers
Compared to other cruise loyalty programs, Carnival Cruise Line offers fewer drink-related benefits to its members. Gold members of Carnival’s VIFP program can receive a single drink on cruises of five nights or longer, redeemable at any bar on the final evening of the cruise. Top-tier Platinum and Diamond members get a complimentary beverage at the Sea Day Brunch, but there are some limitations based on availability and timing.
Per Carnival Brand Ambassador John Heald, the cruise line’s beverage perks are undergoing improvement. Heald wrote, “We’re making our complimentary beverage perk for our Gold, Platinum, and Diamond VIFP members more flexible and easier to enjoy. Effective from July 20, Gold members will be able to redeem their appreciation drink on 5+ day cruises at any of our bars at any time (rather than after 5 p.m. on the last full day of the cruise). And Platinum and Diamond members can also order their complimentary cocktail at any time and at any bar (rather than during the SeaDay brunch).”
Free drinks are often the most popular perks with cruise loyalty programs due to the high cost of alcoholic beverages, specialty coffee, and milkshakes on board. For passengers without a beverage package, each free drink represents a significant savings. Carnival’s changes are intended to enhance the cruise and loyalty program experience for its members.
Learn more about Carnival’s VIFP Club here.
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Original Article Links:
Customer Service Chatbots Earn Mixed Reviews as People Still Prefer Human Conversations
Richtech Robotics Celebrates Completion of Installation of ADAM at Ghost Kitchens inside Dawsonville, GA Walmart
Carnival Cruise Line changes two big beverage benefits