A new survey by Gartner, a leading information technology research and advisory firm, has found that customers are not very supportive of companies using artificial intelligence for service, particularly in support
departments.
The survey was conducted among 5,728 people in December 2023. Among the respondents, 64% would like companies not to use artificial intelligence in support services. 53% would consider switching to a competitor if the company they use starts using AI in support.
“Sixty percent of customer service and support leaders are under pressure to adopt AI
in their function,” said Keith McIntosh, Senior Principal, Research, in the Gartner Customer Service & Support practice. “But they can’t ignore concerns about AI use, especially when it could mean losing customers.”
When asked what exactly worries customers about the use of artificial intelligence, 60% said that AI will make it harder to contact a real person. 42% are also concerned that AI will give incorrect answers.
Among other things, another 46% of respondents said they were concerned that artificial intelligence could take away jobs, and 34% were worried about the privacy of their data. 25% believe that AI will not treat all customers equally.
