64% of customers would prefer that companies not use artificial intelligence (AI) for customer service. This is according to a survey by analyst firm Gartner, which also found that 53% of customers would consider switching to a competitor if they learned the company was using AI for customer service. A GARTNER 5728 survey conducted in December 2023 showed that customer service readers are trying to accept AI, but customers are still concerned about the use as part of the customer service function. 。

Keith Makintosh, a senior director of customer service and Gartner Support, states: However, especially if this means customer loss, the fear of using AI cannot be ignored. »» »

The difficulty of executing people is the best problem of customer artificial technology. The main problem that consumers have in the field of artificial intelligence in customer service are that it is more complicated to reach people (see Figure 1), and the workplace to replace AI continues, and AI responds incorrectly. I will provide you.

Macintosh states: Many customers are concerned that GenAI will be just another obstacle between customers and agents. It's up to service and support leaders to show customers that artificial intelligence can optimize the customer experience.

"Service organizations need to build customer trust in AI by ensuring their GenAI capabilities align with service journey design best practices," says McIntosh. "Customers need to know that their AI-powered journey will provide better solutions and clearer guidance, including connecting them to a human when needed." “For example, an AI-powered chatbot should inform the customer that they will be connected to an agent if the AI ​​is unable to provide a solution, which then seamlessly converts to an agent chat, picking up where the chatbot left off. This way, the customer can be sure that they can efficiently find their solution using an AI-infused channel.