TECH - Gen Z 'Really Loves Chatting Versus Calling' Says Affirm's CEO Highlights Potential Cost-Saving Benefits Of AI | Benzinga
Max Levchin, the CEO of Affirm Holdings Inc (NASDAQ:AFRM), a major player in the buy-now, pay-later industry, has revealed that the younger generation, particularly Gen Z, is showing a strong preference for AI-powered chatbots over traditional phone calls.
What Happened: Levchin made this observation during an earnings call on Wednesday, reported Business Insider. He emphasized that the company is heavily investing in AI chatbots, as Gen Z consumers favor this mode of communication.
“We’ve been investing really heavily in this idea that Gen Z consumers really love chatting versus calling and they have no problem chatting with an Al, especially if the Al is intelligent,” Levchin said.
Levchin stated that the chatbots are especially popular for quick queries such as policy questions. For more complex issues, human agents take over. The implementation of chatbots has also facilitated the scaling ...