Auto customers happy to use AI, but for simple queries for now

As more and more automotive companies look to adopt AI to improve productivity and efficiency, a new survey shows that customers are happy using AI for simple queries - 34% for booking a service or MOT and 24% for booking a test drive.

The survey of 2,000 UK consumers was commissioned by Moneypenny, the leading customer conversation company, to find out how receptive people are to using AI when contacting different types of businesses.

Where auto companies are concerned, the survey showed customers are happier using AI for simple queries than for more complex or sensitive issues, as only 17% would be happy using AI to settle a bill and only 10% for buying or selling a car.

A sceptical 41% said they aren’t happy to use AI for any auto-related communications.

The survey showed clear generational differences in attitudes though, as a higher proportion of older generations said they're not happy using AI for any communications: 52% of Baby Boomers and 47% of Gen X, compared with only 31% of Gen Z. 

Similarly, there were differences in attitude between the sexes, as more women than men say they aren't happy using AI for any auto-related communications: 47% and 34% respectively.

Commenting on the results, Casey Lewis, Business Development Manager for Moneypenny said: “As more and more businesses start adopting AI to improve productivity and efficiency, it’s not a case of one size fits all, and with automotive companies, while progress is being made in customers’ readiness to use AI for simple queries, the survey showed they aren’t so comfortable to use it for more complex conversations. In urgent situations, such as a breakdown or when seeking timely updates on a vehicle in a garage or dealership, customers still prefer speaking to a real person.

The best customer experiences will therefore be achieved by blending both tech and human communications seamlessly, with AI handling simple queries quickly and efficiently, but deferring consumers to a real person for more complicated issues.”