According to the latest survey report from market research firm Gartner, over half of the surveyed customers indicated that they do not want customer service to use artificial intelligence (AI). The survey was conducted by the agency in December 2023, with a total of 5728 customers participating.
Despite many companies actively deploying AI customer service, this proportion is quite significant. This indicates that in the current situation, the vast majority of consumers are not willing to communicate with AI.
Most respondents believe that it has become more difficult to find human customer service after introducing AI. At the same time, 46% of respondents are concerned that AI may eventually completely replace human customer service jobs. In addition, 42% of respondents expressed skepticism about the answers provided by AI. Furthermore, 34% of respondents are worried that their data may be threatened as a result.
In addition, 25% of respondents believe that there may be unfairness in AI customer service systems, meaning they may favor certain types of customers. Finally, over 60% of respondents stated that it has become harder to find human assistants who can provide face-to-face services after deploying AI customer service.
These survey results reflect consumers’ cautious attitude towards using AI to solve their problems. Although major enterprises have been investing heavily in promoting the development and application of AI technology with substantial resources and manpower, consumers’ attitudes towards this are not optimistic.
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