How Consumers Feel About Brands' Use of AI

Most people say they feel frustrated when they encounter AI-powered communication options from brands and are not able to talk to a human, according to recent research from Invoca and The Harris Poll.

The report was based on data from a survey conducted in May 2019 among 2,048 US adults age 18 and older.

Some 52% of respondents say they feel frustrated when a company has only automated communications, such as artificial intelligence-powered chatbots, with no option for human interaction.

Some 18% say they feel angry. But 16% say they like the experience.

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