Affirm CEO: Gen Z loves gen AI-powered customer service chat [Yahoo! Finance]
Morgan Stanley (MS)
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Source: Yahoo! Finance
recent tests the company conducted with generative AI suggest that young adults would rather resolve customer-service questions with an intelligent chatbot than with a human agent. The company's goal is to use gen AI to "prework" a lot of routine customer inquiries so that human agents who are experts can readily answer more complex questions. "Gen Z consumers really love chatting versus calling and they have no problem chatting with an AI, especially if the AI is intelligent," Levchin told analysts during a conference call this week to discuss earnings for the quarter ended March 31, 2024. He cautioned that it's very early to predict the long-term effects of gen AI, but he's optimistic about ways to deploy the technology across the organization. "No one has lost their job to be replaced by a robot at Affirm … but in terms of our ability to scale our customer service and base as we employ AI more and more, that's certainly going to be a cost saving over the next one to three yea
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