Market research agency Gartner A survey report was released today, showing that 64% customers do not wantcustomer serviceUse AI.The survey also pointed out that 53%'s customers would consider switching to a competitor if they found that a company's customer service used AI.
Gartner surveyed 5,728 customers in December 2023. Although many customer service companies are actively deploying AI services, customers are not buying into it.
Customers believe that it has become more difficult to contact human customer service after the introduction of AI in the customer service system, while on the other hand, they are worried that AI will provide wrong answers.
The concerns of the interviewed customers are as follows:
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60% respondents believe that it is more difficult to find human customer service after deploying AI customer service.
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46% of respondents are concerned that AI will completely replace human customer service in the future.
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42% respondents are concerned about AI providing wrong answers.
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34% respondents are concerned about data insecurity
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25% of respondents are concerned that AI customer service systems are unfair and will favor certain customers