Gartner, a market research company, has released a report on Customer Service & Support, focusing on the integration of AI to assist in customer service tasks.
According to the survey conducted, 64% of customers reaching out to customer service departments prefer not to have AI involved, with 53% considering switching to competitors if AI is implemented by the company providing the service.
Keith McIntosh, a researcher at Gartner, highlights the challenge faced by customer service team leaders, where 60% admit to feeling pressured to adopt AI despite the risk of customer dissatisfaction.
Delving into why customers are averse to companies utilizing AI, 60% find it difficult to communicate with real people, 46% perceive AI as a threat to jobs, 42% note AI’s tendency to provide inaccurate responses, and 34% express concerns over data security.
McIntosh suggests that if organizations cannot avoid incorporating AI, the key for customer service departments is to build trust in AI among customers, create a seamless journey that makes interacting with AI less cumbersome, provide better responses, and ensure convenient channels for human interaction when necessary.
TLDR: Gartner’s report reveals customer resistance to AI in service departments, urging companies to prioritize building customer trust and improving interactions with AI for a smoother customer experience.
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