AI in Customer Support: How Consumers Are Embracing the Shift and What It Means for Brands

Increased Acceptance of AI in Customer Support

A recent U.S.-based survey by Vonage reveals that consumers are becoming increasingly comfortable with AI in customer support, driven by the desire for improved efficiency and personalized experiences.

Key Findings from the Survey

• 70% of respondents believe that AI has enhanced self-service support.
• Almost two-thirds (60%) agree that AI has made interactions with brands more efficient.
• 51% are comfortable with AI personalizing their support experiences based on past interactions.
• 85% of consumers still prioritize the option to connect with a live agent during support interactions.

Consumer Preferences

The survey highlights that consumers prefer using AI-powered support primarily through:

• Website chat (87%)
• Mobile apps (72%) Only 33% feel comfortable using AI during voice calls or with virtual phone agents.

Transparency and Trust

• 91% of consumers believe companies should disclose when AI is utilized in customer support.
• While 54% state that AI usage does not negatively impact their trust in brands, 12% even feel that AI positively influences their trust.

Industry-Specific Insights

• In self-service scenarios, 59% prefer AI chatbots over voice assistants (11%).
• Comfort levels with AI vary by industry; gaming (80%) and retail (75%) show strong acceptance, while banking (25%) and healthcare (18%) are met with more skepticism.

Future Outlook

Vonage plans to release its Global Customer Engagement Report 2025 in January, providing deeper insights into AI and customer acceptance across 17 global markets.

For more on how Vonage is enhancing customer support through AI, visit Vonage's AI Solutions.