Customers Rejecting AI in Customer Service: Gartner Study Findings
The AI Customer Service Conundrum: Why Customers Are Saying No to AI
Artificial Intelligence (AI) has been touted as the future of customer service, promising to revolutionize the way companies interact with their customers. However, a recent study conducted by Gartner has revealed that the majority of customers do not want companies to use AI in their customer service offerings.
The study, which surveyed almost 6,000 customers across four continents, found that 88 percent of respondents had major concerns about AI, with 64 percent stating that they would prefer companies not to use AI for customer service. This clear disconnect between companies and customers highlights the challenges that organizations face in implementing AI technologies.
One of the main reasons for customers’ aversion to AI in customer service is the fear that it will make it more difficult to reach a human agent. With the rise of chatbots and automated systems, customers worry that AI will further distance them from human interaction. Other concerns include the potential for AI to provide incorrect information, data security issues, and worries about AI bias and inequality.
Addressing Customer Concerns
In order to bridge the gap between companies and customers, Gartner recommends that organizations use AI as a facilitator rather than a replacement for human agents. By communicating the benefits of AI more effectively and emphasizing its role in improving customer experience, companies can help alleviate customer concerns.
Keith McIntosh, Senior Principal of Research at Gartner Customer Service and Support Practice, emphasizes the importance of building trust with customers when implementing AI technologies. He suggests that AI-infused chatbots should clearly communicate their role and seamlessly transition to human agents when needed, ensuring a smooth service experience for customers.
Looking to the Future
While the use of AI in customer service may be met with skepticism by customers, Gartner’s research suggests that companies should focus on leveraging AI to enhance employee performance rather than replace human agents. By providing employees with context and guidance through technology, companies can improve efficiency and effectiveness while maintaining a human touch in customer interactions.
As the customer service landscape continues to evolve, it is essential for companies to listen to customer feedback and adapt their AI strategies accordingly. By addressing customer concerns and using AI to complement human agents, organizations can build trust with their customers and deliver exceptional service experiences.
