Dr. Ori Faran, the founder and CEO of Callvu, is optimistic about the potential of using artificial intelligence (AI) to revolutionize customer service. However, a recent consumer survey conducted by his colleagues revealed that customers are cautiously optimistic about AI. While many are excited about the potential benefits AI can bring, such as improved service availability and reduced costs, others are concerned about the impact it may have on traditional customer service methods.
The survey found that 86% of Americans have seen articles and posts about AI in the media, indicating a high level of awareness. When asked how AI would change their lives, 36% believed it would be beneficial, while 28% were more skeptical. In comparison, live support agents were preferred over AI in almost every aspect, including understanding complex problems, providing security and privacy, and being courteous. Despite this, AI assistants were favored for answering simple questions quickly, accurately, and patiently.
Interestingly, while AI is often praised for its potential to reduce contact center wait times, 81% of survey respondents indicated they would rather wait to speak with a live person than use an AI assistant. This preference for human interaction was also reflected in a survey by McKinsey, which found that live phone conversations were among the most preferred methods of contacting companies for help and support. Additionally, 57% of respondents believed companies are implementing AI primarily to save money and cut jobs, rather than to improve service.
The findings of the survey highlight a potential disconnect between companies’ adoption of AI and customer expectations. While businesses may see AI as a cost-saving tool, customers are more interested in AI that complements rather than replaces human customer service agents. To ensure that the implementation of AI is successful, the article outlines four key principles: prioritize customer happiness, reassure customers about the use of AI, focus on applications that customers already want, and be conscious of the impact on staff.
Ultimately, the success of AI in customer service will depend on how well companies can align their use of the technology with customer preferences and expectations. By focusing on putting customers first, reassuring them about the benefits of AI, offering applications that customers want, and being mindful of the impact on staff, businesses can ensure that AI enhances the customer experience rather than detracts from it. As AI continues to play a growing role in customer service, it is essential for companies to remain responsive to customer feedback and adapt their strategies accordingly.
