AI research: Stats and trends from 2023
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AI isn’t enticing to everyone, but it is to marketers
75%
of marketers report that AI makes their job easier*
90%
of people prefer to get customer service from a human rather than a chatbot**
27%
of marketers fear that AI will challenge their job safety*
Get original research on how AI could affect your work
AI in marketing: Cutting through the hype and harnessing the potential for marketers
Despite their favorable views of AI, marketers have a healthy respect for its potential for disruption.
AI in the customer experience: The ups, downs, and up-and-coming opportunities
The average NPS for human customer service is +6 (slightly positive), while the average NPS for an AI-driven customer service is -66 (very negative).
Market researchers are ready for AI-enabled solutions
Adoption of AI is slower among market researchers—49% haven’t used AI in the past three months—but it’s not for lack of enthusiasm.
“The immediate opportunity for the adoption of generative AI is not to replace humans, but to augment them…think of GenAI like an eager intern, cranking out the tedious labor and passing it to a human for approval.”
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Dave Seaton, CEO of Seaton CX
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*This SurveyMonkey study was conducted among 403 marketing professionals on July 11-18, 2023. Respondents were selected from an online non-probability panel.
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**This SurveyMonkey study of 2,201 US consumers aged 18+ was conducted from April 17 - 19, 2023 and weighted by age, race, gender, education, geography, using the Census Bureau’s Community Survey to reflect the demographic composition of the United States.
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Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.