A recent report by the renowned market research firm Gartner reveals that, based on a survey conducted by Gartner in December 2023 among 5728 customers, a significant 64% of respondents expressed a preference against the use of AI in customer service. More notably, 53% of customers stated that if they found a company's customer service using AI, they would consider switching to a competitor. These figures undoubtedly serve as a wake-up call for customer service companies actively deploying AI services.
The survey delves into specific concerns customers have about AI customer service, and the results show:
60% of respondents believe that it is more difficult to find human customer service after the deployment of AI customer service.
46% of people are worried that AI may completely replace human customer service in the future.
42% of customers are concerned that AI might provide incorrect answers.
34% of respondents have concerns about data security.
25% of people are worried that AI customer service systems might be unfair, favoring certain customers.
This data reflects the multifaceted concerns customers have about AI customer service, ranging from service quality to privacy and security, as well as fairness issues.
Gartner analysts commented: "This survey clearly indicates that despite the continuous advancement of AI technology, human factors remain crucial in the field of customer service. As businesses move forward with digital transformation, they need to find a balance between technological innovation and customer preferences."