Study Reveals Majority of Customers Oppose AI in Customer Service: Gartner Survey Findings

Why Customers Don’t Want AI in Customer Service: Insights from Gartner

Artificial Intelligence (AI) has been touted as the future of customer service, promising to streamline processes, improve efficiency, and enhance the overall customer experience. However, a recent study conducted by Gartner has revealed that the majority of customers are not on board with this trend.

The study, which surveyed almost 6,000 customers across four continents, found that 64% of customers would prefer companies not to use AI in their customer service offerings. This poses a significant challenge for companies that are under pressure to adopt AI technologies in order to stay competitive in the market.

So, why are customers so wary of AI in customer service? The study identified several key concerns, with the fear of difficulty in reaching a human agent being the top issue for 60% of respondents. Other concerns included the potential job displacement due to AI (46%), incorrect information being provided to customers (42%), data security (34%), and AI bias/inequality (25%).

Addressing Customer Concerns

In order to bridge the gap between customer expectations and company initiatives, Gartner recommends that companies recast AI as a facilitator rather than a replacement for human agents. By positioning AI as a tool to enhance the customer service experience, companies can alleviate customer concerns and build trust in the technology.

One key recommendation from Gartner is for companies to communicate the benefits of AI more effectively to customers. By highlighting how AI can improve the customer experience while still providing access to human agents when needed, companies can reassure customers and encourage adoption of AI technologies.

Keith McIntosh, Senior Principal of Research at Gartner Customer Service and Support Practice, emphasized the importance of building trust in AI by ensuring that AI capabilities follow best practices in service journey design. This includes clearly communicating to customers when they will be connected to a human agent and seamlessly transitioning between AI and human interactions.

Looking Towards the Future

While the push for AI adoption in customer service continues, it is clear that companies must prioritize customer trust and satisfaction in order to successfully implement AI technologies. By focusing on using AI as a facilitator rather than a replacement for human agents, companies can address customer concerns and improve the overall customer service experience.

As the customer service sector continues to evolve, it is essential for companies to listen to customer feedback and adapt their strategies accordingly. By understanding and addressing customer concerns around AI, companies can build stronger relationships with their customers and drive long-term success in the market.

For more insights and updates on AI in customer service, stay tuned for future reports and recommendations from Gartner.