AI-Powered Chatbots Leave Consumers Cold
Techstrong.ai, Friday, November 8th, 2024
Consumer mistrust in AI remains a significant hurdle for brands integrating the technology into customer service, according to a Five9 and Team Lewis survey.
Despite growing awareness, with 84% of consumers recognizing that companies use AI for customer support, nearly half (48%) reported they do not trust the information provided by AI bots.
This hesitancy is reflected in consumer preferences: 75% of people still prefer speaking with a human representative, signaling that companies need to adopt a hybrid approach to customer experience (CX) that balances AI efficiency with human interaction.
The report also found generational perspectives reveal differing attitudes toward AI-driven customer service.