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Industry Research : Infobip's Survey Reveals Americans Are Getting Personal with Chatbots

#contactcenterworld, @infobip

Global omnichannel cloud communications platform Infobip recently commissioned a survey that sheds light on Americans' interactions with chatbots, uncovering some intriguing insights into the evolving relationship between humans and AI.

The nationwide survey revealed that nearly 20% of Americans have engaged in flirtatious conversations with chatbots. This trend is particularly prevalent among those aged 35 to 44, with over 50% of respondents in this age group admitting to having flirted with a chatbot.

The survey findings reveal that chatbots are not just tools for information retrieval or task completion but are increasingly being seen as companions by Americans. These findings indicate a growing acceptance and comfort level with AI-powered conversational tools, as well as a willingness to explore novel forms of communication and interaction.

The survey ranks Americans’ top four reasons for flirting with chatbots:

1. Curiosity: 47.2% of participants flirted with chatbots out of curiosity, wanting to explore and experience the responses.

2. Loneliness: 23.9% confirmed feelings of loneliness, finding joy in interactions with chatbots.

3. Confusion: 16.7% admitted to being "AI-phished," not realizing they were interacting with a chatbot.

4. Sex: 12.2% sought sexual chat within a private space.

Beyond Flirting: Befriending Chatbots

A remarkable 18.2% of the population has formed friendships with AI-powered conversational tools, engaging in a range of discussions from one-off chats to ongoing, long-term relationships.

The dynamics of these friendships are diverse and complex. "Chatbot Ghosting" accounts for 66.1% of interactions, where individuals engage in one-time conversations on various topics and then move on. "Chatbot Acquaintances" make up 19.6% of relationships, with individuals returning for more discussions on different subjects, while "Chatbot Besties" form the remaining 10.7% of friendships, enjoying regular chats and developing ongoing bonds with their AI companions.

NSFC (Not Safe for Chatbots)

While inappropriate chatting is not the norm, 16.1% of Americans have tested the boundaries. Among them, 43% discussed sexual acts, while 49% preferred chatting about worldly topics such as politics and war. Additionally, 51.7% turned to chatbots for emotional needs, creating a sense of safety.

Trust and Mistrust in Chatbot Relationships

Mistrust still lingers, with 40.7% expressing skepticism towards AI bot responses. Interestingly, 56% confirmed they would trust a male chatbot more than its female counterpart.

CX Has Entered the Chat

With its messaging platform reaching over 70% of mobile phones globally and handling hundreds of billions of messages annually, Infobip is uniquely positioned to shape the future of AI in customer service.

"Chatbot relationships may be on the rise, but we cannot overlook their role in customer service. Over half of Americans (52.4%) believe that chatbots will positively impact this crucial aspect of business," said Infobip Chief Business Officer, Ivan Ostojic. "In an era where customer loyalty is paramount, good customer service is key — 88% of Americans confirm that it makes them more loyal to a company. It's important to note that preferred communication channels for brands to engage with consumers are email (49.6%) and text (34.1%)."

The survey highlights the evolving nature of customer service in human-bot interactions, as Americans increasingly recognize the potential of AI to provide more efficient and tailored support experiences that enhance user experiences across various sectors.

#contactcenterworld, @infobip

Posted by Veronica Silva Cusi, news correspondent

About Infobip:
Company LogoInfobip powers enterprises to deliver messages across any channel, any device, at anytime and anywhere worldwide. Infobip's technology creates seamless mobile interactions between businesses and people as well as simplifying the integration of almost all communication capabilities. With over a decade of industry experience, Infobip has expanded to include 61 offices on six continents offering in-house developed messaging platform with the capacity to reach mobile devices in 190+ countries connected to over 800 telecom networks.
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Today's Tip of the Day - 5 More Ways To Start Motivating Agents Today!

Read today's tip or listen to it on podcast.

Published: Monday, February 26, 2024

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2024 Buyers Guide IVR

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
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Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
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Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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