Massive Opinion Shift: Consumers Now Welcome AI Customer Service, According To New Study
Call Center Times, Monday, February 17th, 2025
Survey finds confidence in the use of AI for customer service surging 18 points in just six months.
As AI tools keep improving, they're already improving customer service experiences. That's according to a new consumer survey of American consumers fielded by Callvu. According to the research, which garnered the opinions of 467 U.S. consumers, most people believe that AI tools make customer service faster (62%) and easier (58%). Consumers also said that AI was able to consistently provide accurate answers (59%), solve problems on the first call/interaction (58%), and deliver appropriate privacy and security (52%).