Half of consumers want brands to use artificial intelligence

Half of consumers are interested in brands using artificial intelligence (AI) for customer engagement, such as chatbots or virtual assistants, according to new research. The study, conducted by the DMA examined consumer engage with the brands they love now and in the future. The survey also found that 40% consumers are actively loyal to brands, while 28% are actively disloyal and the remainder are only loyal depending on the context. Half (48%) of respondents expressed an interest in artificial intelligence approaches to engagement, such as chatbots or virtual assistants. But this increased dramatically for younger age-groups, rising to 79% for the 16-24 age-group, 76% for those aged 25-34 and 62% of those aged 35-44. More than half (54%) of Gen Y/Millennial age groups (28% of the total sample) are interested…


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