{"id":22194,"date":"2024-07-15T17:50:53","date_gmt":"2024-07-15T17:50:53","guid":{"rendered":"https:\/\/www.insurance-canada.ca\/?p=81329"},"modified":"2024-07-15T17:50:53","modified_gmt":"2024-07-15T17:50:53","slug":"majority-prefer-companies-not-to-use-ai-for-customer-service-gartner","status":"publish","type":"post","link":"https:\/\/blog.lifeinsurance-orleans.ca\/index.php\/2024\/07\/15\/majority-prefer-companies-not-to-use-ai-for-customer-service-gartner\/","title":{"rendered":"Majority Prefer Companies Not To Use AI For Customer Service: Gartner"},"content":{"rendered":"

Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn\u2019t Use AI For Customer Service<\/h3>\n

Customers\u2019 top concerns include difficulty reaching an agent and AI displacing jobs<\/em><\/h4>\n

Stamford, CT (July 9, 2024) \u2013 Sixty-four percent of customers would prefer that companies didn\u2019t use artificial intelligence (AI) in their customer service, according to a survey by Gartner, Inc. Furthermore, 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service.<\/p>\n

A Gartner survey of 5,728 customers conducted in December 2023 revealed that while customer service leaders are eager to adopt AI, customers remain concerned about its use within the customer service function.<\/p>\n

\u201cSixty percent of customer service and support leaders<\/a> are under pressure to adopt AI in their function,\u201d said Keith McIntosh, Senior Principal, Research, in the Gartner Customer Service & Support practice<\/a>. \u201cBut they can\u2019t ignore concerns about AI use, especially when it could mean losing customers.\u201d<\/p>\n

Difficulty Reaching a Person is Customers\u2019 Top AI Concern<\/strong><\/p>\n

The top concern that consumers have about AI in customer service is that it will get more difficult reaching a person (see Figure 1), followed by AI displacing jobs, and AI providing the wrong answers.<\/p>\n

\u201cOnce customers exhaust self-service<\/a> options, they\u2019re ready to reach out to a person,\u201d said McIntosh. \u201cMany customers fear that GenAI will simply become another obstacle between them and an agent. The onus is on service and support leaders to show customers that AI can streamline the service experience.\u201d<\/p>\n

<\/a><\/p>\n

Figure 1: Customer Concerns About AI in Customer Service<\/p>\n<\/div>\n

\u201cService organizations must build customers\u2019 trust in AI by ensuring their GenAI capabilities follow the best practices of service journey design,\u201d said McIntosh. \u201cCustomers must know the AI-infused journey will deliver better solutions and seamless guidance, including connecting them to a person when necessary.<\/p>\n

\u201cFor example, AI-infused chatbots must communicate to the customer that they will connect them to an agent in the event that the AI cannot provide a solution. It must then seamlessly transform into an agent chat that picks up where the chatbot left off. This way, the customer can trust that they will be able to efficiently find their solution while using the AI-infused channel.\u201d<\/p>\n

Gartner clients can read more in: \u201c4 Customer Insights to Improve the Service Experience<\/a>\u201d.<\/p>\n

About Gartner<\/b><\/h4>\n

Gartner (NYSE: IT)<\/em> delivers actionable, objective insight that drives smarter decisions and stronger performance on an organization\u2019s mission-critical priorities.<\/span><\/span> To learn more, visit www.gartner.com<\/a>.<\/p>\n

Source: Gartner<\/i><\/p>\n

Tags: Artificial Intelligence (AI)<\/a>, chatbot<\/a>, Gartner<\/a>, survey<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn\u2019t Use AI For Customer Service Customers\u2019 top concerns include difficulty reaching an agent and AI displacing jobs Stamford, CT (July 9, 2024) \u2013...<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[],"tags":[1],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/blog.lifeinsurance-orleans.ca\/index.php\/wp-json\/wp\/v2\/posts\/22194"}],"collection":[{"href":"https:\/\/blog.lifeinsurance-orleans.ca\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.lifeinsurance-orleans.ca\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.lifeinsurance-orleans.ca\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.lifeinsurance-orleans.ca\/index.php\/wp-json\/wp\/v2\/comments?post=22194"}],"version-history":[{"count":0,"href":"https:\/\/blog.lifeinsurance-orleans.ca\/index.php\/wp-json\/wp\/v2\/posts\/22194\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.lifeinsurance-orleans.ca\/index.php\/wp-json\/wp\/v2\/media?parent=22194"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.lifeinsurance-orleans.ca\/index.php\/wp-json\/wp\/v2\/categories?post=22194"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.lifeinsurance-orleans.ca\/index.php\/wp-json\/wp\/v2\/tags?post=22194"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}