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Insight of the Day: Brands, your customers are OK with AI chatbots, but that doesn’t mean they want junky AI content

The survey conducted by Sprout Social highlights consumers' attitudes towards the use of AI by brands on social media platforms. Here's a breakdown of the key findings:

Positive Perception of AI for Customer Service:

- The majority of consumers (73.5%) are comfortable with brands using AI to provide faster customer service on social media channels.

- This acceptance is driven by the desire for quick and efficient responses to queries or issues, indicating that consumers prioritize convenience in their interactions with brands.

Negative Perception of AI-Generated Content:

- Consumers are less favorable towards brands posting AI-generated content on social media.

- 39% of respondents said they would be less likely to engage with AI-generated content, while 26% mentioned it would make them less trustful of the brand.

- However, 38% expressed interest in brands that post AI-generated content, and 31% stated they would be more likely to engage with such content.

Implications and Conclusion:

- The survey indicates a divide among consumers regarding AI-generated content, with some perceiving it as a turnoff and others finding it appealing.

- Brands need to carefully consider the balance between using AI for customer service and generating content to maintain consumer trust and engagement on social media.

- Ultimately, the findings suggest that while AI can enhance customer service efficiency, its use in content creation requires a more nuanced approach to cater to varying consumer preferences.

Survey Methodology:

- Sprout Social surveyed 2,000 people in the U.S. and U.K. from March 15 to March 21, 2024, to gather insights into consumer perceptions of AI usage by brands on social media platforms.

This survey underscores the importance for brands to navigate the use of AI on social media channels thoughtfully, considering both the benefits it can bring in customer service and the potential impact on consumer trust and engagement when generating content.

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