Future of Work News Free eNews Subscription

Study Finds That Just Over Half of Americans Are Positive About the Future of Chatbots

By

A quick query: Is artificial intelligence (AI) improving customer service, or is it putting more pressure on customers to fend for themselves? Does it save time, or create more work? Does it provide the right answers, or send us down rabbit holes?

Unsurprisingly, it depends on who you ask.

In that vein, a recent survey commissioned by global cloud communications platform Infobip found that Americans are pretty well split on the subject, with only a slight edge in the “improvement” camp. Overall, the research found that just over 52% of Americans are optimistic about the future of customer service, anticipating improvements brought about by the integration of artificial intelligence.

Infobip noted that the survey aligns with its mission to eliminate pain points and streamline consumer experiences through AI adoption. The company provides a global cloud communications platform designed to allow businesses to create connected experiences throughout the entire customer journey. By offering omnichannel engagement, identity, user authentication and contact center solutions, Infobip helps businesses overcome the complexities of consumer communications, fostering loyalty and driving business growth.

The survey, which was conducted by Propeller Insights of 1,000 adults, found that while 40.4% of Americans believe that AI-driven customer service has made their experiences worse, the prospect of future AI-backed services is perceived more positively. Just over half (52.4%) of respondents believe that customer service will improve in the future, anticipating benefits like 24/7 support (34.7%), no wait times (19.5%) and a reduction in phone call communication.

There is, however, still work to be done. A majority (71.2%) of Americans are still not entirely trusting of AI-driven chatbot responses. (It’s also worth noting that 18.2% of Americans have said they have formed friendships with chatbots, while 19.5% have admitted to flirting with them.)

“While chatbots are growing in popularity, the data shows that human interaction remains a key preference for most customers, with more almost 90% of Americans (89.4%) still preferring to speak to a real human when seeking customer service,” said Infobip Chief Business Officer, Ivan Ostojic. “Infobip's omnichannel voice full-stack offering strikes a balance by incorporating automation for effectiveness and leveling up to human customer service based on customer preference. This dual approach adds significant value, offering a more personalized touch and enhancing the overall depth and richness of our omnichannel strategy.”




Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Future of Work Contributor

SHARE THIS ARTICLE

Related Articles

Future of Work Expo 2025: UCaaS Drives the Future of Work

By: Greg Tavarez    2/12/2025

At Future of Work Expo 2025, part of the #TECHSUPERSHOW, a panel session, "Why UCaaS Is the Future of Work," explained why UCaaS is so central for the…

READ MORE

Is the Future of Work Powered by AI? Find Out at Future of Work Expo 2025

By: Alex Passett    2/11/2025

Future of Work Expo 2025 began today at the Broward County Convention Center in Fort Lauderdale, Florida. This story shares some details from the Futu…

READ MORE

Cybersecurity and Privacy Discussed at Future of Work Expo 2025

By: Greg Tavarez    2/11/2025

The flow of sensitive information, both within and outside organizations, is becoming harder to control.

READ MORE

Unified Office Announces Significant Expansion of its TCNIQ AI Analytics Suite of Products at Future of Work Expo 2025

By: TMCnet News    2/11/2025

Leading communications technology company Unified Office announced today the official expansion of its TCNIQTM AI-based business analytics suite of pr…

READ MORE

Small Meeting Rooms Revamped Thanks to Future of Work Expo and Future of CX Expo Platinum Sponsor Jabra

By: Greg Tavarez    2/7/2025

The PanaCast 40 VBS is designed to enhance small meeting spaces with cutting-edge technology and user-friendly features.

READ MORE