Customers’ Inconsistent Experiences with AI and Digital Support are Impacting Confidence
Customer experience is a crucial aspect of any business, and with the rise of AI and digital technologies, companies have been exploring new ways to enhance their customer support. However, the inconsistent experiences that customers are facing from one company to the next are creating a confidence problem.
In a recent customer service and CX research sponsored by RingCentral, more than 1,000 U.S. consumers were asked about their experiences with AI and digital customer support. The findings revealed both the good and the bad of AI in customer service.
On the positive side, a majority of consumers believe that AI will be the primary mode of customer service in the future, leading to more personalized experiences and overall improvements in customer service. However, the reality is that only a small percentage of customers have successfully resolved issues using AI technologies, and many are still hesitant or scared of these technologies.
One of the main reasons for this lack of confidence in AI-powered customer support is inconsistency. Customers are often frustrated with self-service options and prefer talking to a live agent for support. The fear and frustration stem from the unpredictable experiences customers have had with AI across different companies.
As businesses continue to invest in AI and automation for customer support, it is crucial for them to prioritize consistency and reliability. Customers want to know what to expect when interacting with AI, and they want to feel confident that their issues will be resolved effectively. Only when companies can deliver a seamless and reliable AI-powered customer experience will they be able to gain the trust and loyalty of their customers.
Ultimately, the key to overcoming the confidence problem lies in providing a consistent and high-quality customer experience, whether through AI or live agents. By prioritizing customer satisfaction and investing in the right technologies, businesses can ensure that their customers keep coming back for more.
