64 percent of consumers prefer that companies not use an AI solution for customer service. This is evident from a study by Gartner. Just over half would even consider switching if they found out that AI is being used for customer service purposes.
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The data comes from a December 2023 survey of 5.728 consumers. Respondents' objections to AI mainly relate to the concern that it will become more difficult to speak to an employee (60%). The fear of wrong answers (42%) and concerns about data security (34%) also play a role, as does bias that can lead to unequal treatment (25%). In addition, 46% of respondents object to the idea that an AI solution will replace human jobs.
According to Gartner, some of the fear can be alleviated by making it clear to consumers that an employee will step in if the AI solution does not resolve the issue, including seamless handover. ( Gartner Research)
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