Russians spoke about their attitude towards AI when contacting companies or government agencies.

Russians have different opinions about the use of artificial intelligence (AI) when contacting companies and government agencies. Most people prefer to communicate with live operators, believing that AI is suitable only for simple tasks. Experts from the Novophone service told Izvestia about this on November 11.

According to the survey, 49% of respondents believe that a live employee solves issues faster, and 45% note that the use of AI is justified only with standard requests. Every tenth Russian is ready to start a conversation with a robot in order to proceed to a dialogue with the operator. At the same time, 15% admitted that talking to artificial intelligence annoys them, and they immediately ask to switch the call to a human.

"AI technologies are more effective than humans in a number of areas. First of all, these are all communications that can be standardized and algorithmized. He has access to the database and can instantly extract information from it to answer a typical question. Integration with CRM and other systems makes AI effective in solving issues such as tracking order status, recording services, and booking. The client gets the opportunity to quickly resolve their issue without waiting for the operator's response, especially during peak hours," the Novophone service noted.

According to the survey participants, artificial intelligence can be entrusted with simple tasks: checking the status of an order or delivery (54%), notifications (50%), and information about tariffs and prices (40%). Almost a quarter of Russians are ready to use AI to register for services or make reservations, but 19% see it as having only one purpose — to call a live operator.

A tempting application: mobile operators have begun to provide customers with access to AI

What benefits can this bring to subscribers and problems for signallers?

Among the areas where Russians allow the use of AI, informing about promotions and offers (48%), delivery and taxi services (40%) and technical support (34%) were most often mentioned. At the same time, less than 15% of respondents support the use of neural networks in banks, government organizations, and medical consultations.

In addition, one in three Russians is ready to continue a conversation with AI if it helps solve a problem, but trust plummets if the robot operator does not connect with a human. Also, 27% admitted that their irritation only grows after that, and 12% doubt the reliability of the answers. Only 15% of respondents consider the presence of an AI program to be a sign of the company's modernity.

Nevertheless, the respondents also noted advantages: the opportunity to contact the company at any time (57%), quickly get the necessary data (55%) and save time on typical questions (44%). At the same time, 12% of users consider AI's lack of flexibility to be the main disadvantage, and 7% said that the system often misunderstands the request.

According to a survey conducted by the Novophone service, only 4% of the survey participants admitted that they could not distinguish artificial intelligence from humans. So, 47% of respondents determine this by their voice, and 10% ask directly.: "Are you a neural network?" The main signs, according to Russians, are monotonous speech without pauses and emotions, lack of intonation and inability to recognize humor or sarcasm.

On November 7, MWS AI informed Izvestia that Russian companies had begun forming AI transformation offices, departments for implementing neural network-based products into various processes. Organizations are massively looking for managers who will be able to launch and scale initiatives in the field of artificial intelligence, automate routine processes and improve the efficiency of departments.

All important news is on the Izvestia channel in the MAX messenger.