Agentic Era Gives Birth to a New Branding Paradigm
Amdocs (NASDAQ:DOX) released a global study titled 'Rethinking Brand and Customer Experience in the Agentic Era' exploring how generative AI-based agents impact brand identity in customer interactions. The study reveals significant consumer openness to AI agents, with 51% of consumers viewing CSPs using AI agents as futuristic and innovative.
Key findings show that 45% of consumers prefer AI agent interactions over human agents, and 61% would switch to a CSP offering superior AI agents. Consumer expectations for AI agents exceed CSP estimates across all metrics, including empathy (80% vs 43%) and professionalism (85% vs 44%). The study involved 120 CSP leaders and 7,025 consumers across 14 countries.
Amdocs (NASDAQ:DOX) ha pubblicato uno studio globale intitolato 'Riconsiderare il Marchio e l'Esperienza del Cliente nell'Era Agente' che esplora come gli agenti basati su IA generativa influenzano l'identità del marchio nelle interazioni con i clienti. Lo studio rivela una notevole apertura da parte dei consumatori verso gli agenti IA, con il 51% dei consumatori che considera i CSP che utilizzano agenti IA come futuristici e innovativi.
I risultati chiave mostrano che il 45% dei consumatori preferisce interagire con agenti IA piuttosto che con agenti umani, e il 61% cambierebbe a un CSP che offre agenti IA superiori. Le aspettative dei consumatori nei confronti degli agenti IA superano le stime dei CSP in tutti i parametri, inclusi empatia (80% contro 43%) e professionalità (85% contro 44%). Lo studio ha coinvolto 120 leader di CSP e 7.025 consumatori in 14 paesi.
Amdocs (NASDAQ:DOX) lanzó un estudio global titulado 'Repensar la Marca y la Experiencia del Cliente en la Era Agente' que explora cómo los agentes basados en IA generativa impactan la identidad de marca en las interacciones con los clientes. El estudio revela una notable apertura de los consumidores hacia los agentes de IA, con el 51% de los consumidores considerando a los CSP que utilizan agentes de IA como futuristas e innovadores.
Los hallazgos clave muestran que el 45% de los consumidores prefiere las interacciones con agentes de IA sobre las interacciones con agentes humanos, y el 61% cambiaría a un CSP que ofrezca agentes de IA superiores. Las expectativas de los consumidores para los agentes de IA superan las estimaciones de los CSP en todas las métricas, incluida la empatía (80% frente a 43%) y la profesionalidad (85% frente a 44%). El estudio involucró a 120 líderes de CSP y 7,025 consumidores en 14 países.
Amdocs (NASDAQ:DOX)는 '대리인 시대의 브랜드 및 고객 경험 재고'라는 제목의 글로벌 연구를 발표하여 생성적 AI 기반 에이전트가 고객 상호작용에서 브랜드 정체성에 미치는 영향을 탐구했습니다. 이 연구는 소비자들이 AI 에이전트에 대해 상당한 개방성을 가지고 있음을 밝혔으며, 소비자의 51%가 AI 에이전트를 사용하는 CSP를 미래지향적이고 혁신적으로 보고 있습니다.
주요 발견에 따르면 소비자의 45%가 인간 에이전트보다 AI 에이전트와의 상호작용을 선호합니다, 그리고 61%는 더 우수한 AI 에이전트를 제공하는 CSP로 전환할 의향이 있습니다. AI 에이전트에 대한 소비자의 기대는 모든 지표에서 CSP의 추정치를 초과하며, 공감 (80% 대 43%) 및 전문성 (85% 대 44%)이 포함됩니다. 이 연구는 14개국에서 120명의 CSP 리더와 7,025명의 소비자를 대상으로 진행되었습니다.
Amdocs (NASDAQ:DOX) a publié une étude mondiale intitulée 'Repensons la Marque et l'Expérience Client à l'Ère des Agents' qui explore comment les agents basés sur l'IA générative influencent l'identité de marque dans les interactions clients. L'étude révèle une ouverture significative des consommateurs à l'égard des agents IA, avec 51% des consommateurs considérant les CSP utilisant des agents IA comme futuristes et innovants.
Les résultats clés montrent que 45% des consommateurs préfèrent les interactions avec des agents IA plutôt qu'avec des agents humains, et 61% seraient prêts à changer pour un CSP proposant des agents IA supérieurs. Les attentes des consommateurs concernant les agents IA dépassent les estimations des CSP dans toutes les métriques, y compris l'empathie (80% contre 43%) et le professionnalisme (85% contre 44%). L'étude a impliqué 120 dirigeants de CSP et 7 025 consommateurs dans 14 pays.
Amdocs (NASDAQ:DOX) hat eine globale Studie mit dem Titel 'Die Marken- und Kundenerfahrung im Agenten-Zeitalter neu denken' veröffentlicht, die untersucht, wie generative KI-basierte Agenten die Markenidentität in Kundeninteraktionen beeinflussen. Die Studie zeigt eine erhebliche Offenheit der Verbraucher gegenüber KI-Agenten, wobei 51% der Verbraucher CSPs, die KI-Agenten einsetzen, als futuristisch und innovativ empfinden.
Wichtige Ergebnisse zeigen, dass 45% der Verbraucher Interaktionen mit KI-Agenten den menschlichen Agenten vorziehen, und 61% zu einem CSP wechseln würden, der überlegene KI-Agenten anbietet. Die Erwartungen der Verbraucher an KI-Agenten übertreffen die Schätzungen der CSPs in allen Metriken, einschließlich Empathie (80% gegenüber 43%) und Professionalität (85% gegenüber 44%). Die Studie umfasste 120 CSP-Leiter und 7.025 Verbraucher aus 14 Ländern.
- 61% of consumers would switch to CSPs offering superior AI agents
- 45% of consumers prefer AI interactions over human agents
- Amdocs amAIz platform achieved 63% reduction in handling time and 50% improvement in first-time problem resolution
- 51% of consumers view CSPs using AI agents as innovative
- 48% of consumers worry AI agents are primarily used for cost-saving
- Significant gap between consumer expectations and CSP delivery capabilities for AI services
Insights
The study reveals significant insights about AI adoption in customer service, particularly for telecom companies. The 51% positive perception of CSPs using AI agents signals strong market acceptance, while the 61% willingness to switch providers based on AI capabilities represents both an opportunity and threat for existing providers.
Amdocs' amAIz platform demonstrates compelling operational improvements, with a 63% reduction in handling time and 50% improvement in first-time resolution. These metrics suggest substantial cost savings and efficiency gains for adopters. The gap between consumer expectations and CSP estimations regarding AI capabilities indicates a potential market advantage for early movers who can deliver sophisticated AI interactions.
The research uncovers a significant market shift in consumer preferences, with 45% favoring AI interactions over human agents. This indicates a broader transformation in customer service expectations. The substantial gap between consumer expectations and CSP perceptions - particularly in areas like empathy (80% vs 43%) and professionalism (85% vs 44%) - suggests CSPs may be underestimating the market's readiness for AI adoption.
For Amdocs, this presents a strategic opportunity to lead the market transformation through their amAIz platform. The 49% consumer interest in customizable AI personalities indicates a clear direction for product development and market differentiation.
In the agentic era, service-intensive brands will need to consider the brand impact of the generative AI-based agents' personality on their customers in every interaction
Amdocs global study reveals consumer preferences when interacting with AI agents and the key considerations brands must address during their journey into the agentic era
JERSEY CITY, NJ / ACCESSWIRE / December 5, 2024 / Amdocs (NASDAQ:DOX), a leading provider of software and services to communications and media companies, today released a global study*, "Rethinking Brand and Customer Experience in the Agentic Era," commissioned by Amdocs in collaboration with McCann Tech agency and Coleman Parkes, which explores the impact on brand identity as consumers interact with generative AI-based agents (AI agents) for customer care and sales.
For decades, brands have fostered loyalty and trust through memorable experiences crafted by human agents and digital interactions. Now, in the agentic era in which AI agents autonomously perform tasks, make decisions, and interact with customers on behalf of businesses and individuals, the branding paradigm is changing, which is particularly significant for service-intensive brands, such as communications service providers (CSPs), financial services providers, and many others.
As AI technology advances, AI agents are gradually becoming brand representatives-speaking the brand's language, aligning with its values, and engaging customers meaningfully. In this new landscape, AI is no longer just a tool; it is an essential extension of the brand. Brands must design AI agents that actively shape customer perceptions and uphold brand integrity.
"The agentic era is a completely new era," said Gil Rosen, Chief Marketing Officer, Amdocs. "Each brand interaction with a customer via AI agents should be seen through the paradigm of brand, context, and customer: What is the brand persona, what is the context of the customer interaction, and who is the customer? In the agentic era, these possibilities are infinite. Is it always the same AI agent persona or does each customer meet another persona depending on the context of the interaction? It's a question every brand must address because as AI agents evolve, this will fundamentally redefine how businesses interact with their customers and workforce across all channels."
The global study examined consumer and CSPs expectations for the agentic era, and reveals that consumers are largely open to interacting in the near future with CSPs' AI agents and have a positive perception of them.
In fact,
Additional findings from the research:
As technology matures, personal AI agents that provide a unique experience are increasingly preferred over human interactions:
45% of consumers said they would prefer interacting with personal AI agents, versus35% who would rather keep their interactions solely with human agents. In fact,61% of consumers stated they would be willing to switch to a CSP that offers superior personal AI agents.Unique AI agents with varying personalities are expected: Almost half (
49% ) of consumers expressed interest in customizing their AI agent's characteristicsCSPs overestimate consumer hesitancy toward AI agents: While less than half (
45% ) of consumers expressed concern about the use of AI for customer care and sales, CSPs estimated this concern to be nearly60% . Furthermore, only34% of consumers expect to feel uncomfortable interacting with AI agents, compared to CSPs' estimation of58% Consumers have high expectations of AI agents, which exceed those of CSPs in every surveyed aspect:
80% of consumers expect a high level of empathy from AI agents, compared to just43% of CSPs. This gap is also significant for agent professionalism (85% vs.44% ), quick issue resolution (87% vs.51% ), and achieving first-time resolution (74% vs.27% )
The Amdocs amAIz platform, which includes amAIz agents, leverages telco-specific expertise to improve customer care, overall customer experience and beyond, assisting CSPs in seamlessly implementing AI agents into their existing operations. In a mature proof of concept of the amAIz platform, a leading North American service provider achieved a
*Survey, interviews and focus groups of 120 CSP leaders and 7,025 consumers aged 18-69 in 14 countries across North America, Europe, and Asia.
Supporting Resources
Read more about the research
Learn more about Amdocs amAIz, and amAIz Agents
Keep up with Amdocs news by visiting the company's website
About Amdocs
Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers' innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and large enterprise customers. Our employees around the globe are here to accelerate service providers' migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of
Amdocs' Forward-Looking Statement
This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs' growth and business results in future quarters and years. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general macroeconomic conditions, prevailing level of macroeconomic, business and operational uncertainty, including as a result of geopolitical events or other regional events, as well as the current inflationary environment, and the effects of these conditions on the Company's customers' businesses and levels of business activity, including the effect of the current economic uncertainty and industry pressure on the spending decisions of the Company's customers. Amdocs' ability to grow in the business markets that it serves, Amdocs' ability to successfully integrate acquired businesses, adverse effects of market competition, rapid technological shifts that may render the Company's products and services obsolete, potential loss of a major customer, our ability to develop long-term relationships with our customers, our ability to successfully and effectively implement artificial intelligence and Generative AI in the Company's offerings and operations, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future; however, Amdocs specifically disclaims any obligation to do so. These and other risks are discussed at greater length in Amdocs' filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2023 filed on December 13, 2023 and our Form 6-K furnished for the first quarter of fiscal 2024 on February 20, 2024, the second quarter of fiscal 2024 filed on May 20, 2024 and for the third quarter of fiscal 2024 on August 19, 2024.
Media Contacts
Michael Zema
Amdocs Public Relations
mzema@amdocs.com
SOURCE: Amdocs Management Limited
View the original press release on accesswire.com
FAQ
What percentage of consumers would switch to a CSP with better AI agents according to Amdocs (DOX) study?
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