TLDR:
Key Points:
- 62% of U.S. consumers expect AI to be the primary mode of customer service in the future
- 38% believe AI will lead to more personalized customer experiences
This article presents the findings of a survey of over 1,000 U.S. consumers regarding their thoughts and experiences with AI and digital customer support. While many consumers see the potential for AI to improve customer experiences, there are concerns and challenges that need to be addressed. Only 32% of customers have successfully resolved a customer service issue using AI technology, and 56% admit to being scared of technologies like AI. Additionally, 63% of customers are frustrated with self-service options using AI. Overall, inconsistency in AI experiences across companies is creating a confidence problem for customers. As businesses recognize the importance of providing reliable and effective AI-powered customer support, the adoption of these technologies is expected to increase.