Dr. Ori Faran, founder and CEO of Callvu, is at the forefront of the AI chatbot revolution, which is gaining popularity among CX leaders. There is great anticipation that these AI tools will enhance customer issue resolution, improve quality of care, address contact center recruitment challenges, and reduce company costs.
However, despite the excitement among companies, consumer sentiment towards AI chatbots is less enthusiastic. A survey of 594 consumers revealed that 81% would rather wait for support from a live person than interact immediately with an AI assistant. Many consumers doubt that AI assistants like chatbots are being implemented for their benefit, with 57% believing it is primarily to save money and eliminate jobs.
Research suggests that consumers have a more negative perception of AI chatbot experiences compared to humans, even when the service is identical. The belief that service automation is driven by cost-cutting at the expense of service quality influences consumer attitudes towards AI. Savvy customers understand that many companies are prioritizing AI tools over human support.
Despite the high costs associated with live support, consumers prioritize fast and effortless service over company costs. Companies must navigate the use of AI in customer service carefully to ensure customer satisfaction. Building better AI chatbots, integrating AI into existing customer experiences, offering AI tools desired by consumers, and sharing financial benefits with customers are key strategies to leverage AI effectively.
While AI has the potential to transform customer experiences, the willingness of customers to adopt AI is essential. Forcing customers into AI-only interactions may result in short-term cost savings but could result in the long-term loss of customer loyalty. Companies must prioritize customer preferences and needs to successfully integrate AI into their customer service strategies.
