Скачать или смотреть How consumers feel about AI-powered customer service

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American Express’ new survey studied how U.S. consumers feel about AI–powered customer service and had some notable points:

70% of respondents have interacted with a Gen AI-powered customer service tool, and of those, 74% reported the experience was positive.
53% of respondents are concerned about a potential lack of human empathy and understanding in Gen-AI-powered customer service.
84% want customer service actions to reflect their preferences and previous behavior, but just 60% are comfortable with Gen AI analyzing their personal data to provide tailored recommendations and rewards.

The great news is that consumer sentiment generally is accepting of AI-powered service, meaning you can start or continue rolling it out and will not be jarring for your customers.

Clearly, though, there are generational differences at play with younger consumers embracing AI-powered CX at higher rates, and all consumers still want a human touch.

Keep these in mind as you prepare your AI strategy, but if your brand’s customer demographics lean younger, this is encouraging to start or continue considering AI-powered personalization.