Dr. Ori Faran, founder, and CEO of Callvu, discusses the potential benefits and challenges of AI chatbots in customer experience (CX) management. While many CX leaders believe that AI chatbots can improve customer issue resolution, quality of care, and lower costs, consumers are not as enthusiastic. A survey conducted by Dr. Faran’s company found that 81% of consumers prefer to wait for live support from a human rather than interact immediately with an AI assistant. Many consumers believe that companies are implementing AI chatbots to save money and cut jobs, which contributes to their negative perceptions of AI-driven customer service experiences.
Research shows that customers have a more negative perception of customer service when provided by a bot instead of a human, even if the service quality is identical. Consumers fear that automation is motivated by firm benefits, such as cost-cutting, rather than customer benefits. Many companies are already using AI applications in customer service, with plans to expand their use in the future. However, companies need to be mindful of not replacing human support entirely with AI assistants, as customers value the ability to connect with live agents when needed.
Despite the potential cost savings associated with using AI chatbots, customers prioritize fast and effortless service over company costs. To effectively integrate AI into customer service, companies must focus on building better AI chatbots, integrating AI into existing customer experiences and workflows, offering AI tools that customers want, and sharing the financial benefits with customers. By providing high-quality and accurate information through chatbots, incorporating AI into existing customer experiences, offering tools that reduce friction for customers, and sharing financial benefits with customers, companies can improve customer satisfaction with AI-powered experiences.
By addressing consumers’ concerns and preferences regarding AI chatbots, companies can ensure a positive impact on customer experience and overall satisfaction. AI has immense potential in CX, but companies must prioritize customer preferences and needs to drive successful adoption of AI-powered tools in customer service. Ultimately, companies that prioritize customer satisfaction and provide value through AI-driven experiences will benefit from increased customer loyalty and retention.
