Morgan Freeman Outranks Ryan Reynolds, Taylor Swift as Most Desired Chatbot in New Study from Genesys
2024年5月9日 - 9:02PM
ビジネスワイヤ(英語)
In a world where AI is changing what’s possible, consumers have
imagined the possibility of hearing their favorite celebrities as
the voices of their virtual customer service agents. The No. 1 most
desired voice across all generations, with his incredibly
recognizable and resonant tone, was Morgan Freeman, according to a
new report from Genesys®, a global cloud leader in AI-powered
experience orchestration.
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Beyond the celebrity bot, consumers have
preferences for the characteristics of their virtual agents.
(Graphic: Business Wire)
Known for his witty commentary, “Deadpool” star Ryan Reynolds
took the No. 2 spot in new report, “The humans and AI in unison:
Driving the new era of customer experience.” The “Tortured Poets
Department” singer, Taylor Swift, ranked as consumers’ third
choice. And “Poor Things” star Emma Stone and “I’m Just Ken” singer
Ryan Gosling rounded out the top five, coming in fourth and fifth,
respectively.
Overall, more than one-third of consumers would be interested in
having a celebrity voice their customer experience bots. Actors and
musicians were their top choices, followed by social media
influencers and podcasters.
Beyond the celebrity bot, consumers have preferences for the
characteristics of their virtual agents.
For starters, they don’t want them to show too much emotional
empathy; 60% of survey respondents get angry or frustrated when a
bot uses language like “I’m sorry” or “I understand your
frustration.”
And, with the exception of baby boomers, consumers feel most
comfortable dealing with a bot that sounds like a British robot.
Boomers prefer to speak with a bot that sounds like a real person
with an American accent.
Whether via a celebrity or robotic-sounding voice, organizations
need to ensure their bots deliver fluid, personalized experiences
that meet the needs of consumers across all generations. An
entertaining bot experience might be fun at first, but if it fails
to address a consumer’s concern, the results could disenchant them
and impact the bottom line.
Learn more about the findings of “The humans and AI in unison:
Driving the new era of customer experience” report here.
Methodology
Genesys conducted this research using an online survey prepared
by Method Research and distributed by RepData among n=1,000 adults
(age 18-plus) in the United States. The sample was equally split
between genders, with a spread of age groups and geographies
represented. Data was collected from October 31 to November 6,
2023. Respondents were provided with 10 pre-selected celebrities,
as well as the option to write in their top celebrity choice.
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
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Marielle Sedin Genesys marielle.sedin@genesys.com
Method Communications Genesys@methodcommunications.com