Amdocs Study Highlights AI's Role in Branding

Amdocs has released a study exploring consumer interactions with generative AI-based agents and their impact on brand identity. As brands enter the agentic era, they must consider how AI agents influence customer perceptions. AI agents are becoming integral brand representatives, which is vital for service-intensive sectors like communications and financial services.

The study reveals consumers are generally positive about interacting with AI agents, viewing them as innovative. Despite some concerns about cost-saving motives, 51% see AI use as futuristic. Furthermore, 45% prefer interactions with personal AI agents over humans, and 61% would switch providers for better AI services.

The findings underscore a gap in expectations between consumers and communication service providers (CSPs). Consumers demand high empathy and professionalism from AI agents. Amdocs addresses this through its amAIz platform, which already showcases significant improvements in service efficiency and customer experience.