Companies use AI-led solutions like chatbots for customer service because of their ability to solve things quickly and efficiently. Artificial intelligence (AI) can work actively 24/7 and can handle multiple queries simultaneously. However, survey data shows customers prefer talking to humans rather than AI; according to Gartner’s latest Survey, 64% of customers would prefer companies that do not use AI in their customer service.
Customers are concerned about the use of AI within the customer service function. December 2023 Gartner survey of 5,728 customers revealed the major concern is that customers find it very difficult to reach a person to solve issues if there is AI.
46% of respondents say they do not like AI use in customer service because it will displace people’s jobs.
42% of customers believe AI will provide the wrong answers. 34% of respondents are concerned about data security and privacy.
Gartner data also shows that 53% of customers would think of switching to a competitor if they found out a company would use AI for customer service.
Keith McIntosh, Senior Principal, Research, in the Gartner Customer Service & Support practice, said, “60% of customer service and support leaders are under pressure to adopt AI in their function, But they can’t ignore concerns about AI use, especially when it could mean losing customers.”
Human interaction offers empathy, understanding, and personal connection with care. Humans understand emotions, can think relatively according to the situation, and offer more personalized service. Many customers feel AI lacks these qualities, leading to a less satisfactory service experience.
“Once customers exhaust self-service options, they’re ready to reach out to a person,” said McIntosh. “Many customers fear that GenAI will simply become another obstacle between them and an agent. The onus is on service and support leaders to show customers that AI can streamline the service experience.”
AI-powered chatbots should let customers know that if the AI can’t find an answer, the chat will be switched to a human agent. The switch from the chatbot to the agent should be smooth so the customer can keep the conversation going. This will help customers trust that they can answer their questions effectively using the AI-powered channel.
“Service organizations must build customers’ trust in AI by ensuring their GenAI capabilities follow the best practices of service journey design,” said McIntosh. “Customers must know the AI-infused journey will deliver better solutions and seamless guidance, including connecting them to a person when necessary.
Also Read: How Technology Transforming Customer Service in the Digital Age
