Genesys recently conducted a study that highlights the increasing acceptance of AI in customer service. The report, titled “Humans and AI in Unison: Being as an Investigator,” explores the attitudes towards AI in customer interactions across different age groups.
According to the study, the majority of respondents expressed a willingness to communicate with AI-powered chatbots, as long as the technology efficiently resolves their issues. The report also predicts that virtual agents will become a common form of customer service, with 50% of respondents believing that virtual agents will be widely accepted by 2030.
Interestingly, the younger generation, specifically Gen Z, appears to be more open-minded towards AI, with 73% of them agreeing with this sentiment. However, there is still limited understanding of AI capabilities, as 90% of respondents were familiar with the term but unaware of generative AI and its subtasks. Even Gen Z and millennials, who are considered tech-savvy, admitted to lacking background knowledge in this area.
Concerns and misconceptions about AI also exist among respondents. While many acknowledge the benefits of AI in customer service, such as faster problem resolution and shorter call times, there are worries about the negative impact on society. Over 50% of respondents expressed concerns about AI making people lazy and less intelligent. Additionally, 58% of respondents admitted to knowing someone who is afraid of AI.
To strike a balance between AI and human interaction, transparency and support are key. Consumers prefer having the option to speak to a human agent rather than relying solely on automatic chat systems. Approximately 80% of respondents believe that providing notifications by law should be mandatory for interactions performed through AI. Furthermore, customers are willing to have bots arrange callbacks to human agents during business hours.
Interestingly, the study found that users do not respond well to emotional tones from AI. Participants expressed frustration when interacting with AI that attempted to show empathy. This highlights the need for organizations to develop effective communication modalities that combine human and AI elements to reduce consumer complaints and improve administrative efficiency.
AI-backed customer service holds great potential for businesses. It can provide accessible, straightforward, and fruitful interactions, ultimately enhancing the customer experience. By understanding customer opinions on AI technology, enterprises can navigate challenging situations and deliver superior service.
