Customers Rejecting AI in Customer Service: Gartner Study Findings
In a recent study conducted by Gartner, it was revealed that the majority of customers do not want companies to use AI in their customer service offerings. This finding highlights a clear disconnect between companies and customers when it comes to the use of AI in customer service.
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. Additionally, over half of the respondents said they would consider switching to a competitor if they discovered a company was using AI for customer service.
The advancement of generative AI (GenAI) has led to internal pressure for customer service and experience leaders to adopt the technology, with 60 percent of leaders feeling pressured to do so. However, customers are rejecting the use of AI in customer service, raising concerns about job displacement, incorrect information, data security, and AI bias.
To bridge the gap between companies and customers regarding AI in customer service, Gartner suggests using AI as a facilitator rather than a replacement for human agents. By communicating the benefits of GenAI effectively and ensuring that AI capabilities follow best practices in service journey design, companies can build trust with customers and streamline the service experience.
Emily Potosky, Senior Director of Research at Gartner Customer Service and Support Practice, advises against solely relying on self-service and automation technologies, emphasizing the importance of human assistance in resolving customer issues. Instead of using GenAI to replace human agents, companies should focus on leveraging employee enablement technology to enhance and support current employees’ performance.
In conclusion, the study’s findings highlight the importance of understanding and addressing customer concerns about AI in customer service. By using AI as a facilitator and focusing on employee enablement, companies can build trust with customers and improve the overall service experience.
