DUBAI — New research has found that 85% of Saudi consumers prefer to receive answers to their questions and inquiries while shopping online from artificial intelligence techniques before reaching customer service staff, compared to 71% of consumers, of the nine countries surveyed.

The results of a recent survey by AVAYA, a US company specializing in customer service solutions and technologies, was on “How do organizations adapt to customer experience?” The survey was in collaboration with Davis Heckman Partners, a US market research, and innovation management firm.

“The Kingdom is on the challenge of digital change in its entire dealing with consumers,” Avaya Vice President, Middle East, Africa and Turkey Fadi Hani, said. — SG