LivePerson's State of Customer Conversations 2024 report reveals clear divide between business leaders and their customers on topics of AI adoption, enthusiasm, and education
With only 50% of consumers feeling positive about using AI to interact with brands,
survey data uncovers how to improve digital engagement to bridge the gap
NEW YORK, Jan. 16, 2024 /PRNewswire/ -- LivePerson (NASDAQ: LPSN), the global leader in enterprise conversations, released the results of its State of Customer Conversations 2024 report today. The annual report surveyed thousands of business leaders and consumers across the world about artificial intelligence (AI), automation, and chatbots.
Among the report's key findings is that a significant divide — or "AI Gap" — is emerging between business leaders and consumers regarding adoption, enthusiasm, and education around AI. While organizations of all kinds are doubling down on AI and automation, the average consumer lacks clarity regarding how AI can be used to make their lives easier and more convenient.
Data from the report shows that business leaders have a lot of work to do to close the AI Gap — and ensure their investments in artificial intelligence pay off with customers:
This split between business leaders and their customers is emerging at the same time that brands have reached a tipping point for AI-powered customer engagement, with just over half of business leaders reporting they're now prioritizing messaging with AI over traditional customer service channels like phone (55%), email (51%), and ticketing systems (54%).
"We're at a pivotal moment: brands are all-in when it comes to AI, but their customers have yet to experience the true benefits of this much-hyped technology," said John Sabino, LivePerson's CEO. "As business leaders transition from today's costly, frustrating call centers to the digital-first, AI-powered contact centers of the future, they must prove the value of AI to their customers now — or risk turning them against the very tech they're investing in so heavily."
While the AI Gap poses challenges for businesses today, consumers report they do anticipate benefits from AI over the long term, with 2 out of every 3 saying they expect how they work with businesses to improve over the next five years thanks to AI.
In addition to the divide between business leaders and their customers, the conversational AI trends report also found AI gaps between different age groups, with especially wide differences of opinion emerging between Gen Z and senior citizens.
"With consumer expectations running longer than those of business leaders, brands that put together engaging, helpful AI-powered experiences 'ahead of schedule' will have a leg up over their competitors," said Nirali Amin, SVP, Global Solutions and Success at LivePerson. "They can do this by using AI to better understand what their customers are saying, empower their agents, save everyone time by speeding up resolutions on the channels customers prefer, and analyze data from all of the above to continuously improve."
According to the survey data, the general consumer population is more likely to purchase from a company if its AI experiences have the following traits:
About the State of Customer Conversations 2024 report
In November 2023, LivePerson commissioned a PureSpectrum online survey of 1,505 consumers ages 18 and up, as well as 504 executives at companies with more than 500 employees.
The consumer audience was based across the US, UK, and Australia. The executive audience was composed of US business leaders who recommend, purchase, implement, or sign off on customer service and marketing technologies. Approximately 50% of this audience was at the C-suite level (including CEOs, CIOs, COOs, CMOs), with the remainder including vice president, director, and manager-level roles.
The goal of this research was to understand the attitudes of consumers toward customer engagement, digital experiences, chatbots, and AI, as well as the attitudes and plans of customer experience leaders across the enterprise. The results are summarized in the report.
About LivePerson, Inc.
LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world's leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better business outcomes. Fast Company named us the #1 Most Innovative AI Company in the world. To talk with us or our AI, please visit liveperson.com.
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