Morgan Freeman Outranks Taylor Swift as Most Desired Chatbot Related Articles How to Measure Chatbot Performance Definition: Contact Centre Jargon and Terminologies Genesys Introduces AI Across the Genesys Cloud Platform Our Top Use Cases for AI in Customer Service © Parkova - Shutterstock - 2264768351 Filed under - Contact Centre News, Genesys In a world where AI is changing what’s possible, consumers have imagined the possibility of hearing their favourite celebrities as the voices of their virtual customer service agents. The No. 1 most desired voice across all generations, with his incredibly recognisable and resonant tone, was Morgan Freeman, according to a new report from Genesys, a global cloud leader in AI-powered experience orchestration. Known for his witty commentary, “Deadpool” star Ryan Reynolds took the No. 2 spot in the new report, “The humans and AI in unison: Driving the new era of customer experience.” The “Tortured Poets Department” singer, Taylor Swift, ranked as consumers’ third choice. And “Poor Things” star Emma Stone and “I’m Just Ken” actor Ryan Gosling rounded out the top five, coming in fourth and fifth, respectively. Overall, more than one-third of consumers would be interested in having a celebrity voice their customer experience bots. Actors and musicians were their top choices, followed by social media influencers and podcasters. Beyond the celebrity bot, consumers have preferences for the characteristics of their virtual agents. For starters, they don’t want them to show too much emotional empathy; 60% of survey respondents get angry or frustrated when a bot uses language like “I’m sorry” or “I understand your frustration.” And, with the exception of baby boomers, consumers feel most comfortable dealing with a bot that sounds like a British robot. Boomers prefer to speak with a bot that sounds like a real person with an American accent. Whether via a celebrity or robotic-sounding voice, organisations need to ensure their bots deliver fluid, personalised experiences that meet the needs of consumers across all generations. An entertaining bot experience might be fun at first, but if it fails to address a consumer’s concern, the results could disenchant them and impact the bottom line. EJ Cay, VP UK & I, Genesys, added: “In an era where AI assistants are taking centre stage, the idea of celebrity chatbots holds undeniable marquee appeal. “After all, who wouldn’t be intrigued by the smooth cadences of Morgan Freeman or the witty repartee of Ryan Reynolds guiding their virtual journeys? “However, while the idea of a famous voice might be entertaining on the surface, the real box office draw is bots that deliver seamless, personalised experiences tailored to each customer’s needs.” Learn more about the findings of “The humans and AI in unison: Driving the new era of customer experience” report This blog post has been re-published by kind permission of Genesys – View the Original Article For more information about Genesys - visit the Genesys Website About Genesys Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. Find out more about Genesys Author: Genesys Published On: 30th May 2024 - Last modified: 4th Jun 2024 Read more about - Contact Centre News, Genesys Recommended Articles How to Measure Chatbot Performance Contact Centre Jargon and Terminologies Genesys Introduces AI Across the Genesys Cloud Platform Our Top Use Cases for AI in Customer Service Related Reports Webinar Replay: What Does an Excellent Customer Service Strategy Look Like 2024 Contact Centre Buyer’s Guide eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter