Market research agency

Market research firm Gartner released a survey report today, indicating that 64% of surveyed customers do not want customer service to use AI. The survey also pointed out that 53% of customers would consider switching to competitors 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 it. Customers believe that after the introduction of AI in the customer service system, it has become more difficult to contact human customer service, while on the other hand, they are worried that AI …