Why customers are skeptical about AI in customer support
A recent Gartner survey showed that 64% of customers prefer companies not to use AI for customer service, pointing to a widespread unease among consumers regarding the integration of AI in customer interactions.
The survey, which included 5,728 respondents in December 2023, also pointed out that 53% of customers would consider switching to a competitor upon discovering that a company employs AI for its customer service, presenting a complex challenge for businesses eager to adopt AI technology.
Pressure to adopt AI in customer service
Customer service leaders are increasingly feeling the push to implement AI solutions. According to the same Gartner survey, 60% of these leaders report being under pressure to integrate AI into their customer service operations. This pressure stems from a competitive space in which efficiency and cost-effectiveness are priorities.
Leaders must balance this drive with the substantial concerns expressed by customers. Ignoring these concerns poses a real risk of customer attrition, making it important for leaders to tread carefully and thoughtfully.
3 biggest customer concerns about AI in support
1. Customers fear AI will make it harder to reach a human
The top concern among customers regarding AI in customer service is the potential difficulty in reaching a human representative. Many customers rely on self-service options as a first step but expect to speak to a person when their issue remains unresolved.
The fear is that AI will add an additional layer of complexity, becoming another obstacle between them and the help they need. Apprehension here hints at broader skepticism about the efficacy of AI in handling complex or nuanced issues.
2. Worries about AI taking over jobs
Customers are aware that AI can handle many tasks that human agents traditionally performed, raising fears about job security within customer service departments. This is about both the potential loss of jobs and the broader implications for the quality of service provided.
Customers often equate human interaction with empathy and understanding, qualities they fear might be lost with increased AI adoption.
3. Anxiety over AI giving wrong answers
AI systems, while advanced, are not infallible. Customers fear that AI might misinterpret their issues or fail to provide accurate solutions, leading to frustration and a lack of trust in the technology—highlighting how important it is to make sure that AI systems are rigorously tested and continuously improved to minimize errors and improve reliability.
How to build customer trust in AI solutions
Showcase the real benefits of AI in customer service
To build trust, service and support leaders must clearly demonstrate the benefits of AI—showcasing how AI can streamline service experiences, such as reducing wait times and providing quick resolutions to common issues.
GenAI capabilities must adhere to best practices in service journey design. Customers need to see tangible improvements in their interactions, with AI delivering better solutions and offering clear guidance throughout their journey.
Clearly communicate when AI needs human backup
Effective AI use in customer service includes transparent communication about the limitations of AI. AI-infused chatbots, for instance, should inform customers when they need to escalate an issue to a human agent.
Transparency helps manage customer expectations and reduces frustration.
Handoff from AI to human agents smoothly
When a chatbot can no longer assist, it should hand over the conversation to a human representative smoothly, without requiring the customer to repeat information. Continuity builds trust in the AI system and reassures customers that they will receive the necessary support, regardless of the channel.
Final thoughts
As you plan for the future of customer service in your organization, ask yourself: Are you prioritizing efficiency over the genuine connection your customers crave? Balancing cutting-edge AI technology with the irreplaceable human touch could be the key to retaining and growing your customer base.
How will your brand manage this delicate balance to boost both innovation and satisfaction in your service strategy? The answer could well define your market success.
