Dr. Ori Faran, the founder and CEO of Callvu, is excited about the potential of using artificial intelligence (AI) to improve customer service. However, consumer attitudes toward AI are guardedly optimistic, according to a survey conducted in March 2023 of 594 Americans. The survey revealed that while awareness of AI is high, with 86% of respondents having seen articles and posts about AI in the media, there is some wariness about the potential changes AI could bring.
The survey found that many consumers believe AI could make their lives better (36%), while others are concerned about the impact of AI (28%). Respondents also expressed a preference for live support agents over AI assistants on almost every factor, including understanding complex problems and providing security and privacy. Despite the potential for AI to reduce contact center wait times, 81% of respondents said they would rather wait to speak with a human agent than use an AI assistant.
Additionally, 57% of respondents believe that companies are implementing AI primarily to save money and cut jobs, rather than to improve service. However, most respondents see the potential for AI to improve service when used to accelerate specific tasks and surface timely insights. Seventy percent of respondents said they would welcome AI tools that provide warnings about deadlines and potential problems, while 68% expressed interest in AI-driven suggestions to save money or improve service.
To implement AI for customer service in a way that is welcomed and appreciated by customers, companies should prioritize happy customers over cost-cutting, reassure customers about the goals of using AI to improve their experience, focus on applications that simplify processes, and be conscious of the impact of AI on staff. It is important for companies to listen to customer feedback and consult them constantly, emphasizing that AI is meant to complement, rather than replace, human customer service agents.
Overall, the findings suggest a potential disconnect between companies’ adoption of AI and customer expectations. While companies may see AI as a tool to reduce call center reliance, customers are more interested in AI that complements human agents. By following key principles and focusing on applications that customers already want, companies can leverage AI to enhance customer service and ensure that customers appreciate its use.
