Managing Partner @ DeepTech Group | Consulting, AI, Customer Experience, Startups. Formerly CEO, CTO, COO, M&A.
Reality setting in. AI is interesting and important but not a magic wand yet.
Gartner finds an alarming lack of consumer confidence in AI for customer service, which can derail self-service adoption efforts. This chart shows customer service ranking dead last on the trust list of common things consumers can do with AI. In another study, the company found that 64% of customers prefer companies not to use AI for service, and 53% went so far as to say they would consider switching to a competitor to avoid it. This is a big problem at a time when self-service development has become a priority for many organizations. The culprit? AI creating a barrier between customers and human agents, making it harder to reach a human. This should be a wake-up call to customer service practitioners, who are often tempted to create at least a little friction in accessing a person in an attempt to drive self-service adoption. #customerservice #contactcenter #ai #selfservice
Simon Kriss
1w
But this data is from more than a year ago, and is only 310 respondents! Even Gartner (at the time) recognised that the numbers were not statistically significant. I don't disagree that Human In the Loop is the best outcome for now (while the general population become more knowledgeable about AI - and while we build better systems that we are doing today) - but we need to be careful about leaning on numbers that don't really have substance. Just my $0.02 worth.
SaaS, CX, CCaaS and WEM Leader driving growth and success in the areas of Strategic Partnerships, Product Marketing and Outcome Based Selling
6dI think this is because deployments of IVR systems and the first chat bots were very limited and created frustration for customers. With Gen AI the LLMs of today, much more can be accomplished - vendors just need to regain trust and show them what can be accomplished. @Intelepeer is one example of what's possible. It might just blow your mind.