In August 2017, Elon Musk Tweeted that artificial intelligence poses vastly more risk than the nuclear capabilities of North Korea. While that may seem alarmist, the general public are also apprehensive about AI; 42% of Americans don’t trust it and 40% of Britons believe humanoid bots could eventually destroy humanity. On a more practical level, although 45% of retailers in the US are planning to harness AI within the next three years, Americans say they find using AI chatbots frustrating. Three in ten say they don’t trust text bots to assist them with anything.

Customer service can be a make or break factor for businesses; 52% of Americans switched brands between 2015 and 2016 due to poor service. Through AI, Kylie helps companies provide rapid responses that are consistent across channels. But do people want to receive help from a bot?

Italian consumers want businesses to better facilitate interaction with them when contacting their customer services. Although they see the potential of AI in anticipating and satisfying their needs virtually, they much prefer resolving issues by having a conversation with a human representative.

Customer service has always been a thorny point for brands, but solutions to improve customer relationships are often targeted at Gen Y and Z. Boomers are being forgotten about, and their satisfaction towards customer service is dropping. So what do Boomers want from customer service?