Americans want customer interactions to be human, not AI
The Ipsos Consumer Tracker, fielded on Ipsos' Omnibus platform, asks Americans questions about culture, the economy and the forces that shape our lives. Here's one thing we learned this week.
Why we asked: Stories about experiments with AI in the drive-thru continue, and on top of that, I was moderating a panel at a QSR-related event so it was top-of-mind.
What we found: The panel, which included folks from the Coca-Cola Co., Qualtrics and Firehouse Subs talked about the human/tech tensions. People strongly prefer having humans actually make the food, and few strongly prefer having ordering or prep automated. But one takeaway from the panel is that mixing those things can work fine. Get greeted by a human and then use a kiosk to order? That can cover our human needs.
More insights from this wave of the Ipsos Consumer Tracker:
Most Americans aren’t thinking about climate’s impact on their wallet… yet
Americans show we care by… texting
Americans still trust humans more than AI
Food illnesses are leading two in three Americans to change buying behavior
Almost all younger people are trying to limit their screen time
Americans are concerned about nearly every aspect of electronic privacy
Water and energy usage are what worry us most about data centers
The original 'Star Wars' films are the best, say American fans
The Ipsos Care-o-Meter: What does America know about vs. what does America care about?
