May 17, 2023 | Report
Deployed to manage labor cost and shortages, AI-based customer service systems might have contributed to the sharp decline in American Customer Satisfaction since 2018. Our Q1 2023 Multicultural Consumer Survey finds that for almost half of our 2,000 US respondents, not getting their issues resolved is their biggest grievance with chatbots or voice assistants, followed by navigation challenges and lack of social interaction and personalization.
Insight for What’s Ahead: Contacting customer service is often customers’ last resort after having tried to fix a product/service issue or find needed information. As long as AI systems aren’t advanced enough to keep customers happy, companies should make it easy to reach a well-qualified service associate to resolve customer problems and provide human—rather than robotic—empathy.
Source: Multicultural Consumer Survey Q1 2023, The Conference Board
Automated systems are people’s biggest customer service frustration, period—ahead of long wait times to receive service and being referred around the organization, according to our survey.
Implications to address this issue:
Read more in Prefer Talking with Our Robot or a Human Being?
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