Most customers don’t want companies to use AI for customer service

64% of customers would prefer that companies did not use artificial intelligence (AI) in their customer service.

This is according to a survey by analyst firm Gartner, which also found that 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service.

A Gartner survey of 5,728 customers conducted in December 2023 revealed that while customer service leaders are eager to adopt AI, customers remain concerned...

9 July 2024 | AI

Swedish AI startup Hypertype bags €600k to supercharge customer support

Hypertype, a female-founded customer communication automation startup, has successfully raised €600,000 (£506,500) in a recent fundraising round, further boosting Sweden's growing AI landscape.

The investment, spearheaded by Butterfly Ventures and Bust, indicates increasing faith in AI-powered solutions for improving customer care and sales processes.

Established in 2021 by Teenie Fung and Beatrice Baltscheffsky, Hypertype has quickly established itself as a mere AI...

8 July 2024 | AI

Meta’s potential news blackout in Australia: What it means for the Industry and beyond

A man looking at his Facebook profile.

Meta has turned the screws in yet another battle between big tech and traditional media, warning it could block news content on Facebook across Australia.

The tech giant's comments represent the strongest indication yet that it's prepared to adopt the same hardline stance in Australia that it took in Canada in 2023 when faced with similar legislation. The audacious move is anticipated to redefine the future of digital news consumption. 

At the heart of this conflict...

2 July 2024 | Best Practice

Shopify broadens its AI feature suite to engage more businesses

Shopify broadens its AI feature suite to engage more businesses

Canadian e-commerce platform Shopify has made its AI-backed tools more widely available in a push to expand the types of services it offers.

The company unveiled this expansion at its biannual product event on Monday, making Sidekick more accessible and enhancing its suite of features with an improved image generation tool to increase its appeal and drive revenue.

One exciting piece of news is that this editing tool will now also work on mobile devices and has been...

25 June 2024 | Advertising

Gen Z is the nastiest generation with online reviews

46% of Brits say they wouldn’t buy a product or service from a company if a review said it was of poor quality, a survey from small business credit card company Capital on Tap has revealed.

To help business owners, the survey sheds light on what causes people to leave reviews - both positive and negative - as well as the cities across the UK are the most likely to leave negative feedback. 

The full research can be viewed here:...

14 June 2024 | Commerce

64% of Brits in favour of Gen AI marketing

Almost two-thirds (64%) of consumers feel personalised recommendations are important and nearly a third (30%) go as far as to say that personalised recommendations are one of the top ways that brands can improve their overall digital experience. 

However, consumers say greater personalisation must not come at the expense of privacy and data governance with 92% citing that brands must use their data responsibly. 

This is according to Adobe's Digital Trends Report,...

11 June 2024 | AI

Google introduces advanced AI advertising tools at Marketing Live

Google introduces advanced AI advertising tools at Marketing Live event

Google's new creative tools and immersive ad formats made a big impact on digital marketing at Google Marketing Live.

The annual event was in full swing in New York, where the search giant unveiled numerous innovations. These game-changing advancements provide marketers with new ways to interact with consumers and enhance their advertising campaigns.

Among the most notable introductions is a new search ad experience currently undergoing testing, with plans for wider...

5 June 2024 | Advertising Technology

What tech has revolutionised online casino the most? 

Online casino has enjoyed a stellar rise over the past few years as it continues to ride the wave of advancing technology and software. The introduction of new and improved tech has changed society and is driving us rapidly into a more digital future. The online realm is a space that is becoming more congested with industries and companies trying to effectively implement new tech innovations into their daily operations and many like the online casino industry are benefiting from new...

31 May 2024 | Customer Experience

2 in 5 customers are concerned about AI ethics

Two in five (43%) customers are concerned about ethical AI use, a report from customer experience specialist CX Network has revealed.

29% of CX professionals record a positive impact on customer loyalty as a result of their use of generative AI, but with customers levelling up their understanding of how AI works and uses company data, 55% of CX professionals agree that data privacy and security is becoming more important to customers. As a result, customers are demanding tighter...

30 May 2024 | AI

3.3 million fake reviews removed in 2023, as total reviews surged to a record 54 million

Smiley faces with a tick next to a happy face.

Trustpilot, the global online consumer review platform, has released its latest Transparency Report, showcasing its efforts to uphold trust between businesses and consumers during a record year for reviews published on the platform.  

In 2023, 54 million reviews were published on Trustpilot globally, a 17% increase from 2022. Meanwhile, over a million businesses were reviewed, one-fifth of them for the first time, helping consumers make informed purchasing...

28 May 2024 | Best Practice