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AI for customer support is a priority but clients don’t like it

Customer support is one business area where companies plan to use generative artificial intelligence. Problem is that a majority of customers don’t like it. They don’t want to talk to a chatbot. 64% prefer that companies didn’t use AI in their customer service. 53% would consider switching to a competitor if they found out a company was going to use AI for customer service,  according to a survey by market research firm Gartner.

The top concern that consumers have about AI in customer service is that it will get more difficult reaching a person followed by AI displacing jobs, and AI providing the wrong answers.

A recent global survey by International Data Corporation found that companies think that customer engagement, experience, and support are among business areas where GenAI is most likely to impact their future competitive position or business model.

“60% of customer service and support leaders are under pressure to adopt AI in their function,” says Keith McIntosh, Senior Principal, Research at Gartner.  

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“Once customers exhaust self-service options, they’re ready to reach out to a person. Many customers fear that GenAI will simply become another obstacle between them and an agent. The onus is on service and support leaders to show customers that AI can streamline the service experience.”

“Service organisations must build customers’ trust in AI by ensuring their GenAI capabilities follow the best practices of service journey design. Customers must know the AI-infused journey will deliver better solutions and seamless guidance, including connecting them to a person when necessary.”

“For example, AI-infused chatbots must communicate to the customer that they will connect them to an agent in the event that the AI cannot provide a solution.”

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