AI in Customer Service: 53% of Consumers Aren't Onboard

Overview

Customer service is one of those corporate functions that consumers often find frustrating: long hold times, incorrect answers, and unpleasant interactions are all too common. AI promises to address these issues and save companies money, but a recent survey by Gartner reveals that most consumers are not on board with this technology shift.

Survey Insights

According to Gartner’s December 2023 survey, which included 5,728 respondents, a significant majority (64%) of consumers prefer that companies avoid using AI for customer service. Furthermore, 53% of these consumers are so averse to AI that they would consider switching to a competitor if they discovered a company was implementing AI in their customer service operations.

Concerns and Fears

Consumers’ primary concern is that AI will make it more difficult to reach a human agent. Other worries include job displacement, the potential for incorrect answers from AI, data security issues, and inherent biases within AI systems that might lead to unequal treatment of customers.

Gartner’s senior principal, Keith McIntosh, noted, "Many customers fear that GenAI will simply become another obstacle between them and an agent."

Possible Solutions

To mitigate these concerns, McIntosh suggests that companies using AI in customer service should guarantee that a human agent will take over if the AI cannot resolve an issue. The transition from AI to a human should be seamless, ensuring that the agent can continue the conversation without the customer needing to start over.

The Corporate Perspective

Despite consumer apprehension, the cost-saving potential of AI is compelling for many companies. AI can handle routine tasks and inquiries, thus streamlining operations. Additionally, AI can assist human customer service representatives by quickly providing information and answers, enhancing their efficiency.

However, there are aspects of customer service that AI cannot replicate, such as empathy and handling complex emotional situations. Furthermore, AI is not infallible and can make mistakes, as evidenced by McDonald’s decision to discontinue AI at some of its drive-thrus due to frequent errors.

How ShipAid Can Help

At ShipAid, we understand the importance of balancing technology with human touch in customer service. Our platform integrates seamlessly with Shopify stores, providing a custom-branded tracking portal that keeps customers informed with real-time updates. This portal allows for easy issue resolution, giving customers the option to report problems directly and receive prompt responses.

Key Features of ShipAid:

• Custom-Branded Tracking Portal: Enhances customer experience by providing real-time shipment updates and a touchpoint for upselling products and answering FAQs.
• Automated Issue Resolution: Streamlines the process of handling delivery issues, ensuring quick and effective solutions.
• Human-Agent Integration: While our platform uses automation to handle routine inquiries, it ensures that complex issues are escalated to human agents for resolution, maintaining the essential human touch.

By integrating AI thoughtfully and ensuring seamless transitions to human agents when needed, ShipAid enhances customer satisfaction while maintaining efficiency. This balanced approach helps businesses manage costs without compromising on the quality of customer service.

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