Customers are adopting AI-driven customer service

Study Shows Consumers Embracing AI-Powered Customer Support, Especially Gen Z

The Future of Customer Support: How AI is Revolutionizing the Customer Experience

In today’s fast-paced digital world, consumers are demanding quick and efficient customer support like never before. With the rise of artificial intelligence (AI) technology, companies are finding new ways to meet these demands and provide a seamless customer experience. A recent study by Forethought, a leading gen AI platform for customer support, reveals some fascinating insights into how AI is changing the game for customer service.

According to the study, consumers, especially younger generations, are increasingly embracing AI-powered customer support as a more helpful and efficient way to resolve their issues. Deon Nicholas, president and executive chairman of Forethought, emphasizes that using AI for customer experience (CX) is not as simple as it may seem, but companies are starting to get it right. By transitioning to truly agentic AI that can make nuanced decisions and troubleshoot effectively, companies have the opportunity to differentiate themselves and improve customer satisfaction.

One key finding from the study is that consumers have high expectations when it comes to response times for customer support. Half of consumers are only willing to wait up to nine minutes for a response, highlighting the importance of fast and efficient service. Failing to respond quickly enough can have serious consequences for brands, with a significant percentage of consumers saying they would cancel their order, stop doing business with the company, or leave a negative review online.

Interestingly, the study also found that most consumers can easily distinguish between human customer service agents and AI, with Gen Z being particularly adept at recognizing AI. Additionally, the majority of consumers believe that companies should disclose when they are interacting with an AI agent. This transparency is crucial in building trust and credibility with customers.

As companies continue to evolve and implement more advanced AI technology, we can expect to see a shift in consumer attitudes towards bots. Nicholas predicts that as AI becomes more capable of resolving issues effectively, customers will be more willing to engage with AI before seeking assistance from a human agent. This will not only improve customer satisfaction but also free up human agents to focus on more complex issues.

Forethought, a pioneer in generative AI for customer support, is at the forefront of this AI revolution. Their human-centered AI suite is trained on proprietary data, allowing companies to provide personalized and efficient customer support.

To learn more about how AI can revolutionize CX operations and prepare your retail organization for the holiday busy season, join Forethought’s webinar, “Preparing Your CX Org For Busy Season: Expert Tips for Success,” on Nov. 19 on RetailCustomerExperience.com. Don’t miss this opportunity to stay ahead of the curve and deliver exceptional customer experiences with the power of AI.

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