Companies are turning to AI to enhance customer experience (CX), but Verizon's latest Insights report uncovers a stark contrast between efficiency improvements and consumer satisfaction levels.
Operators like AT&T and Verizon are leveraging AI and generative AI to streamline customer support tasks—from managing upgrades to handling billing inquiries—before human agents step in.
Yet, the report emphasizes that the future of CX hinges on blending AI with human interaction to foster empathy and effectively tackle customer frustrations.
Key findings from Verizon's survey include:
- 88% of consumers express satisfaction with interactions predominantly or entirely handled by humans.
- Only 60% feel the same about AI-powered interactions, underscoring the irreplaceable value of human empathy and trust.
- 47% of consumers are most frustrated by the inability to reach a human during automated interactions, a top complaint among executives as well.
Despite AI's potential for personalization, 30% of consumers find it detracts from their experience, while 26% see it as an improvement.
Data privacy concerns also loom large, with 65% of executives citing regulations as a barrier to using AI for personalization. Moreover, 54% of consumers report dwindling trust in companies' handling of their personal data.
Daniel Lawson, SVP of Global Solutions at Verizon Business, asserts, "The future of CX isn’t about AI replacing humans, but about using AI to make human interactions better."
The report, conducted by Longitude, draws on surveys from 5,000 consumers and 500 senior business executives across the US, Australia, Japan, UK, France, Germany, and the Netherlands.
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