Customers are happy using AI for simple queries, according to a survey of 2,000 UK customers commissioned by Moneypenny.
Respondents mentioned using AI for booking a service or MOT (34%) and for booking a test drive (24%).
Casey Lewis, business development manager for Moneypenny, said: “As more and more businesses start adopting AI to improve productivity and efficiency, it’s not a case of one size fits all, and with automotive companies, while progress is being made in customers’ readiness to use AI for simple queries, the survey showed they aren’t so comfortable to use it for more complex conversations.
“In urgent situations, such as a breakdown or when seeking timely updates on a vehicle in a garage or dealership, customers still prefer speaking to a real person.
“The best customer experiences will therefore be achieved by blending both tech and human communications seamlessly, with AI handling simple queries quickly and efficiently, but deferring consumers to a real person for more complicated issues.”
Only 17% would be happy using AI to settle a bill, 10% for buying or selling a car, and 41% said they are not happy to use AI for any auto-related communications.
A higher proportion of older generations said they not happy using AI for any communications (52% of Baby Boomers and 47% of Gen X, compared with only 31% of Gen Z).
More women than men say they are not happy using AI for any auto-related communications, 47% and 34% respectively.
