Gartner Survey Finds 64% Of Customers Would Prefer That Companies Didn't Use AI For Customer Service
Gartner, Tuesday, July 9th, 2024
Customers' Top Concerns Include Difficulty Reaching an Agent and AI Displacing Jobs
Sixty-four percent of customers would prefer that companies didn't use artificial intelligence (AI) in their customer service, according to a survey by Gartner, Inc. Furthermore, 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service.
A Gartner survey of 5,728 customers conducted in December 2023 revealed that while customer service leaders are eager to adopt AI, customers remain concerned about its use within the customer service function.