A recent report released by Gartner shows that customer acceptance of AI customer service is far lower than expected. The editor of Downcodes will interpret the key contents of this report for you, and analyze the reasons behind it and its impact on enterprises.
A report recently released by Gartner, a well-known market research organization, shows that according to a survey of 5,728 customers conducted by Gartner in December 2023, as many as 64% of respondents said they did not want customer service to use AI. What is even more noteworthy is that 53% of customers said that if they found that a company’s customer service used AI, they would consider switching to a competitor. This data undoubtedly sounds a warning to customer service companies that are actively deploying AI services.
The survey delved into specific customer concerns about AI customer service, with results showing:
60% of respondents believe that after deploying AI customer service, it will be more difficult to find human customer service.
46% of people are worried that AI will completely replace human customer service in the future.
42% of customers are concerned that AI may provide wrong answers.
34% of respondents expressed concerns about data security.
25% of people are worried that the AI customer service system may be unfair and biased towards certain customers.
These data reflect customers’ many concerns about AI customer service, from service quality to privacy and security to fairness issues.
Analysts at Gartner said: The survey results clearly show that despite the continuous advancement of AI technology, the human element remains critical in the field of customer service. When enterprises promote digital transformation, they need to find a balance between technological innovation and customer preferences.
All in all, Gartner's report sounds a wake-up call for enterprises to deploy AI customer service, emphasizing that the balance between technology application and customer experience is crucial. Enterprises need to seriously consider customer concerns and carefully implement AI customer service strategies to avoid losing customers due to improper application of technology.