Older Americans are much more skeptical than younger Americans that people will embrace AI-powered customer experience bots, according to recent research from Genesys.

The report was based on data from a survey conducted in 4Q23 among 1,000 people in the United States age 18 and older.

Some 42% of Baby Boomers surveyed say most people will embrace AI-powered CX chatbots and voicebots, compared with 73% of Gen Z respondents who say so.

Some 88% of Baby Boomer respondents say they are worried about not being able to reach a human customer service agent in the future, compared with 55% of Gen Z respondents who say so.

Half of Baby Boomer respondents say people's fears around AI are not exaggerated.

About the research: The report was based on data from a survey in 4Q23 among 1,000 people in the United States age 18 and older.