You may have noticed over the past few years that some standard automated customer service systems have been replaced with more advanced AI assistants. But new research from Gartner shows that more conversational interactions and other advancements are not as popular. In fact, 64% of customers would prefer that companies not implement AI in their customer service functions.
The survey, conducted in December 2023, had 5,728 respondents. Companies that flock to AI platforms to replace or augment their customer service operations may find themselves in a tough spot, and those hoping to solve their customer service woes may actually be alienating customers. Just over half of respondents, 53%, said they would consider switching to a competitor if they learned a company was using AI for customer service.
“Sixty percent of customer service and support leaders feel pressured to implement AI in their operations,” Keith McIntosh, senior principal, Gartner Customer Service & Support Research, said in a statement. “But concerns about using AI can't be ignored, especially if it means losing customers.”
Consumers worry that enhanced AI will make it more difficult to contact a human agent, with 60% of respondents citing that AI will make it more difficult to contact a human agent as their top concern: that while AI will be efficient at certain tasks, it may not be able to provide the personalized, empathetic responses that a human agent can.
“When customers run out of self-service options, they're ready to reach out to a human,” says McIntosh. “Many customers are concerned that GenAI will become another obstacle between agents and customers. The onus is on service and support leaders to show customers that AI can streamline their service experience.”
Poor customer service
As we saw above, another big concern is that AI could take over human jobs: 46% of respondents expressed fears about losing their jobs, with clear fears that AI could replace human roles and lead to increased unemployment in customer service departments.
Additionally, 42% of respondents are concerned that AI will provide false information, highlighting the possibility that AI systems may misinterpret or mishandle customer inquiries.
Beyond concerns about direct interactions, 34% of respondents cited data security as a key issue. Integrating AI into customer service will require processing vast amounts of personal data, raising concerns about whether this information will be managed securely. According to Gartner, there are solutions, but they're not quick fixes.
“Customers need to know that their AI-infused journey will provide them with better solutions and seamless guidance, including connecting them to a live person if necessary,” says McIntosh. “For example, an AI-infused chatbot should let customers know that they'll be connected to an agent if the AI can't provide a solution. The agent chat should then seamlessly transition from where the chatbot left off. This way, customers can trust that they can find a solution efficiently while using an AI-infused channel.”
The appeal of AI customer service to businesses is clear, both in terms of cost and the potential to free up employee time. The vision of pleasing customers for less has already driven much development and adoption. But if the Gartner research from seven months ago holds true today at a national or global level, these may be short-lived projects, and we will soon revert to pressing 0 to reach a human agent in order to avoid automated menus.
