Dive Brief:
- Nearly one-third of customer service leaders say they fear that AI could damage their brand, according to a PolyAI survey. More than 2 in 5 say they are focused on reassuring customers that humans are still playing a role.
- Their concerns may be outsized. About half of consumers say they would be “delighted” if AI could handle their problems quickly even if it “sounded like a toaster,” according to the survey of more than 1,000 consumers and 530 CX leaders.
- What customers are really looking for is solutions, as nearly 9 in 10 of consumers say fast and accurate resolutions determine whether they buy from a brand.
Dive Insight:
While research has shown that consumers are wary of AI-powered customer service, live agents aren’t superior in all contexts.
Two-third of consumers say they treat AI agents the same as human agents, according to the PolyAI survey. They don’t feel like human representatives are always engaged, either, and more than 3 in 5 consumers say agents are only half listening when they call.
Not all customers will feel the same way about AI versus human customer service, according to Julie Geller, principal research director at Info-Tech Research Group. Leaders need to dig into their call center transcripts to understand where customer pain points exist and direct their AI efforts accordingly.
“The most effective AI customer service experiences are built around actual customer interactions rather than assumptions about customer needs,” Geller said in an email.
The real pain point for many customers may be repetition. Three-quarters of consumers say they find repeating themselves frustrating.
Customers are particularly adverse to repeating information to AI agents, with a majority saying they will only repeat themselves once before abandoning an automated customer service attempt, according to a June Parloa survey.
Customers hate the repetition caused by poor handoffs because it creates the impression that the company prioritizes efficiency above taking care of its customers’ needs, according to Geller.
“A smooth transition where context, history and customer intent are passed seamlessly to the agent is a signal that the company understands and respects the customer’s time,” Geller told CX Dive. “On the other hand, a fragmented handoff can damage trust even if the underlying issue is eventually resolved.”
