Recent survey results show that consumers have high expectations for the use of AI in customer service. A survey conducted by Propeller Insights for Infobip, a global omnichannel communications platform, collected responses from 1,000 U.S. adults and found that 52.4% believe that the use of AI will improve customer service, with 24/7 support and no wait time being two specific expectations. Additionally, 70.5% of respondents indicated that they don’t care about the gender of chatbots, and 18.2% have made friends with chatbots, while 19.5% have flirted with them. Despite this, over 40% believe that previous interactions with AI-driven customer service made their experiences worse.
This is a signal that consumers are becoming accustomed to chatbots being a key customer service channel, and that they expect AI to iron out the problems they’ve experienced in the past. Such expectations mean that businesses must deploy the right tools in order to provide an engaging customer experience pre- and post-sale, and acknowledge that AI chatbots are increasingly being used to facilitate this. By doing so, they can ensure that customers’ expectations are met and that their journey is as smooth as possible.
Originally reported by Martech: https://martech.org/consumers-have-high-expectations-for-the-use-of-ai-in-customer-service/
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