The editor of Downcodes will take you to understand the latest survey report of Salesforce: consumers’ attitudes towards AI agents are changing. The report shows that although consumers’ trust in AI agents still needs to be improved, more and more consumers are willing to use AI agents to seek faster services. This survey, covering more than 15,000 respondents from around the world, provides an in-depth exploration of consumers’ opinions, concerns and expectations about AI agents, and provides valuable reference for enterprises to apply AI agents.
The survey found that 72% of consumers believe their trust in companies has declined over the past year. And 60% of respondents believe that advances in AI technology have made companies’ responsibilities in building trust more important. At the same time, 54% of AI users are skeptical of the data used to train these systems, demonstrating consumer concerns about data privacy and security. In addition, 80% of consumers believe that a good customer experience is as important as the product itself, and 65% of respondents believe that companies are too careless when handling customer data.
There were also key findings from the survey, with 69% of consumers expecting consistent interactions across departments and more than a third of respondents saying cumbersome returns processes or inconvenient purchasing experiences can lead to brands losing loyal customers. The longest wait time for a customer to resolve a single customer service issue is nine hours, and nearly one-third of customers failed to get the resolution they needed after interacting with customer service in the past six months.
Despite the many issues, 54% of consumers said they don't care how they interact with companies and just want the issues to be resolved quickly. It is worth noting that about one-third of consumers are willing to choose automated or digital methods to purchase products, and 34% of respondents are willing to communicate with AI agents to avoid repeated descriptions of problems.
Transparency is particularly important in this process, with 45% of consumers saying they would be more inclined to use an AI agent if they could clearly understand the channel for escalating an issue. At the same time, 44% of consumers also want the logic of AI agents to be clearly explained. Although acceptance of AI agents by younger generations (such as Generation Z and Millennials) is relatively low, overall, consumers' expectations and acceptance of AI agents are gradually increasing.
In short, establishing trust, improving response speed and ensuring personalized service will become the key to future success of enterprises in AI agent applications.
All in all, the Salesforce survey clearly illustrates consumers’ mixed attitudes toward AI agents. Enterprises need to pay attention to consumers' demands for data privacy, transparency and personalized services in order to better use AI technology to improve customer experience, build trust and ultimately achieve success. The editor of Downcodes hopes that in the future, AI technology can better solve consumer pain points and create a better user experience.