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Banking chatbots are getting an AI boost: Chatbots are critical to customer relationships in banking, but customers still don鈥檛 like chatbots as much as banks do. Consumers鈥� adoption of AI banking chatbots also varies by country. AI compliance challenges: Banks are increasingly adopting AI for high-stakes operations like loan approvals, which is exposing them to more third-party risk.

Character AI chatbots are intended to have human-like personas, even emulating living or deceased people. Our take: Consumers value personal connections with AI, which emphasizes the importance of customer service chatbots or website tools being conversational.

Specifically:. 42% use genAI for automated content creation, which we鈥檝e learned could resonate with consumers. 36% apply predictive analytics to track market trends. 13% utilize it for customer sentiment analysis. 7% employ chatbots to support customer service.

Going no contact: Human-avoidant shopping tendencies of Gen Zers and millennials include:. 15% of Gen Z and 10% of millennial consumers favor chatting with a chatbot over a human customer service representative. 86% of Gen Z and 76% of millennials place monthly in-store or curbside pickup orders.

Only 17% of US full-time professionals at large companies either frequently or very frequently use AI tools in their day-to-day tasks, per a March survey from Workera. 40% of AI tool users worldwide feel that human interactions provide empathy and understanding, while AI chatbots provide quick responses, according to January data from GWI.

Gemini is not just a chatbot but rather the new interface layer of Google鈥檚 AI expansion. It鈥檚 already replaced Google Assistant across Android and Pixel devices and could be the unifying platform for future expansion.

The ability to connect with a live agent while chatting with a chatbot鈥攖he most in-demand customer service feature. Subscription control鈥攚hich approximately one in three Gen Zers and millennials prioritize. To stand out, banks should offer customers more unique and enjoyable mobile app experiences through these upgrades and new features.

A third of consumers who prefer to give their drive-thru orders to a human say it's because AI chatbots are likely to make a mistake.

Just 43% of consumers trust information given to them by an AI chatbot or tool, according to a survey by Attest.

Not quite perfect: The chatbots lean into uncanny valley territory with voices that don鈥檛 sound quite right, similar to Spotify鈥檚 Wrapped podcast hosts, which may make some users feel uncomfortable. The bot鈥檚 slang seems to be a bit outdated, like when it used the word 鈥渄ope鈥� to describe a museum鈥攁 bit cringe for the Gen Z crowd.

Sponsored chatbot answers may confuse users, but Perplexity is banking on brand deals to drive revenue.

Zooming out: Gen Zers and millennials especially prefer shopping experiences that don鈥檛 include human interaction and are particularly interested in voice assistant options. 86% of Gen Zers and 76% of millennials buy items for in-store pickup or use self checkout at least once a month, per GoDaddy. 15% of Gen Zers would rather talk to a chatbot than to a human customer service representative.

Generative AI (genAI) chatbots, AI search, and social platforms are stealing click-throughs and  discovery. Generative engine optimization (GEO) will matter more than SEO in generating web traffic. Marketing impact鈥攁dapt or lose visibility: AI-native discovery is killing traditional funnels.

Chatbots: ChatGPT, Anthropic鈥檚 Claude, and Vertex AI. Streaming and messaging services: Spotify and Snap. Ecommerce companies: Shopify and Etsy. Telecom providers: Verizon and AT&T. Google services: YouTube, Gmail, Drive, and Nest. The details: Cloudflare, whose customers also experienced service issues, blamed Google Cloud for the disruption.

To build trust and shape consumer perception, brands should create clearer, deeper content that demystifies AI and cites tangible use cases鈥攍ike embedding AI chatbots into ads to simplify booking trips or making restaurant reservations. This helps users try out the technology while showcasing AI鈥檚 utility.

The new search chatbot aims to modernize Google鈥檚 core product and fend off rising AI-first rivals like OpenAI and Perplexity. 鈥淭his really is building the future of search,鈥� said Liz Reid, vice president of Google Search. 鈥淚t creates this time where you can truly ask anything, and that searching starts to feel really effortless.鈥�.

At Google Marketing Live, the company announced that ads will now appear in AI Mode鈥攊ts experimental conversational interface for search鈥攁s well as in AI Overviews on mobile and desktop, and in third-party AI chatbots. The new placements are contextually aligned with commercial queries, such as shopping and business-related prompts.

AI chatbots help busy healthcare providers communicate with patients: Consumers would rather engage with AI than wait on hold for a human. But many are concerned with the tech鈥檚 reliability and ability to protect their data.

Only 4% of US adults prefer to use an AI chatbot to place a fast food order at a drive-thru, according to the survey. 56% of US consumers are not interested in interacting with AI for food experiences, according to a September 2024 survey from Chain Store Age.

Why it鈥檚 worth watching: With a prompt, AI chatbots like ChatGPT or LinkedIn鈥檚 AI Resume Builder can stuff r茅sum茅s with job keywords. Some candidates go further, using AI agents like Sonara and Jobhire鈥攚hich use AI to scan listings鈥攖o auto-apply to hundreds of jobs they might not be qualified for.

Consumers are also increasingly familiar with AI assistants designed specifically for shopping, such as Amazon鈥檚 Rufus genAI chatbot. Two in 3 (66%) respondents are at least somewhat aware of these tools, and 57% have used one in the past six to nine months.

However, Klarna also recently recognized that it may have gone too far in replacing full-time customer service agents with an OpenAI customer service chatbot, stating it will re-hire human customer service associates. CEO Sebastian Siemiatkowski admitted cost was 鈥渁 too prominent evaluation factor鈥� in cutting its human labor force for an estimated $40 million profit improvement.

Why it鈥檚 worth watching: Slack Employee Agent Templates in Slack builds on the broader shift from do-anything AI chatbots to task-specific assistants. The AI agents can reason and take multi-step actions like orchestrating workflows, interacting with multiple systems across the business, and adapting to specific tasks.