You may have noticed that some standard automated customer service systems have been replaced with more sophisticated AI assistants in the last couple of years. The more conversational interactions and other advances aren’t very popular, though, according to a new Gartner survey. In fact, 64% of customers would prefer companies not to implement AI in their customer service functions.
The survey, conducted in December 2023, involved 5,728 respondents. Companies flocking to AI platforms to replace or expand their customer service setups may be in for a rough reception, and those hoping it will solve customer service woes may actually be driving people away. A little over half, 53%, indicated that they would consider switching to a competitor if they discovered a company was using AI for customer service.
