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
