Benefits of Interacting with Computer-Based Applications versus Human Advisors

Benefits of Interacting with Computer-Based Applications versus Human Advisors

Proof Point

Efficiency, on-demand service, accuracy, and appropriateness identified as top benefits of engaging with computer applications over humans in global Accenture survey

Benefits of Interacting with Computer-Based Applications versus Human Advisors

2017 (percentage of global respondents)

Note: Data based on Accenture’s 2017 Digital Consumer Survey of 25,996 online consumers in 26 countries

Proof Point Findings

  • Computer-Based Application – Software that runs in personal computers and mobile assisting humans with tasks, also known as virtual assistants
  • Efficient, On-Demand Service – Accenture survey found efficient, on-demand service most important benefits of computer-based applications over human advisors, including real-time availability (84%), faster engagement (68%) and faster service (65%)
  • Accuracy – Online consumers generally also think computer-based applications are less biased (68%)
  • Key Growth Drivers – Include exponentially advancing computing power, proliferation of software applications for variety of tasks, and growing business and consumer adoption of automation solutions to increase efficiency

Accelerator

Sector

Information Technology

Source

Date Last Updated

March 27, 2018

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