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Most consumers hate the idea of AI-generated customer service | 53% say they would move to a competitor if a company was going to use AI for customer service
A majority (64%) of 5,728 people surveyed by Gartner in December 2023 said they would prefer companies not to use AI in their customer service. Additionally, 53%...
A hot potato: Customer service is one of those corporate functions that consumers love to hate: long hold times, incorrect answers, and less-than-pleasant interactions are all-too-familiar issues. The survey is timely because customer service leaders are eager to use AI, with 60% under pressure to adopt the technology, according to Gartner senior principal Keith McIntosh. The respondents said their top concerns were that it would become more difficult to reach a person, AI would displace jobs, and the technology would provide the wrong answers.
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