New Research Shows Most Customers Want Human-Led Customer Service Rather Than Artificial Intelligence

If the study also revealed that a company was intending to use artificial intelligence in their customer service operations, over half of the respondents would also consider switching to a rival.

Conducted in late 2023, this extensive poll included thousands of consumers and highlighted the discrepancy between consumers’ worries about the use of automation and AI in service operations and the enthusiasm of customer service executives for its adoption.

Keith McIntosh, Senior Principal, Research, in the Gartner Customer Service & Support practic, in the study said, “While there’s considerable pressure on customer service executives to incorporate AI, they can’t afford to dismiss customer concerns, especially when it could lead to customer attrition.”

Consumers most concerned about less access to human representatives

According to the poll, the main worry of consumers about artificial intelligence in customer support is the possible difficulties to get a human representative. Concerns of artificial intelligence replacing jobs and delivering false information come next.

“After tired self-service options, customers are ready for human interaction,” McIntosh said. Many worry that artificial intelligence will serve as still another obstacle separating them from a live agent. Service leaders have to show that artificial intelligence can improve rather than complicate the service experience.”

According to the survey, service companies must make sure their automations and AI skills complement best standards in service experience design if they are to develop client confidence in artificial intelligence. This covers open communication on when and how consumers may interact with a human agent should they so want.

AI-powered chatbots, for instance, should be open about their constraints and smoothly forward dialogues to human agents as needed thereby maintaining the context of the engagement.

This study emphasizes in the changing terrain of customer service the need of balancing technical development with consumer preferences and issues.