打造客户真正信任的人工智能（由 Qualtrics 赞助）.pdf

1、 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.A I M 2 2 0 3-SBuilding AI That Customers Actually TrustSamantha Snetselaar 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.The future of experien

2、ceModern leaders build trust and measure value in every moment with systems that understand and act automatically.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.People dont just want faster responses.They want to feel seen and heard.In the rush to automate,some organizations are

3、losing the human connection 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.01After hitting a low in 2025,consumer comfort with AI has rebounded,with 73%using it for daily tasks.But AI for customer service disappoints.It has the highest failure rate of any AI application,underperf

4、orming on key metrics like convenience,time savings,and usefulness.Broken Promises:The Reality Of Ai-powered Customer SupportBenefits From AI Customer Support Versus Avg Ai Task Benefit Ratesaid it was easy to use/convenientsaid it saved timesaid they found useful ideas/informationSaid they did not

5、receive any benefits+13%PTS-10%PTS-10%PTS-12%PTS 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Theres so much pressure to use AI for everything be more productive,more efficient,dig deeper into insights.But technology is a tool,experience is an outcome,and theyre not equal.AI do

6、es not equal experience.How do you test and validate that whatever were using actually produces a better customer experience versus just trying to deflect calls?Thats critical from a customer-centric lens.”EMMA SOPADJIEVA,HEAD OF CUSTOMER EXPERIENCE STRATEGY 2025,Amazon Web Services,Inc.or its affil