Unlocking Customer Insights: What AI Means for Your Business Today

The Rise of AI in Customer Experience

Ten years ago, only the most technologically advanced companies utilized AI, and its application in customer communication was limited and expensive. Today, any company can harness AI technologies like ChatGPT to enhance customer experiences. However, success is not guaranteed, making the insights from recent research crucial for businesses.

The 2025 Findings

According to my annual customer service and CX research, which surveyed over 1,000 U.S. consumers, here are some key findings regarding customer reactions to AI:

• AI Success: 50% of U.S. customers successfully resolved issues with AI or ChatGPT without human help, a significant increase from 32% in 2024. Notably, 61% of Gen-Z customers had success, compared to just 32% of Boomers.
• AI Is Far From Perfect: 51% of customers reported receiving incorrect information from AI bots, leading to a loss of trust in both the company and technology.
• Still, Customers Believe: Despite mistakes, 42% believe AI can handle complex inquiries as effectively as humans. However, 86% prefer having the option to interact with a real person.
• The Phone Still Rules: 68% of customers prefer phone support over digital self-service, especially 82% of Baby Boomers.
• The Future Looks Strong For AI Support: 63% of customers expect AI to be the primary mode of customer support, up from 21% in 2021.

The Strategy Behind Using AI For CX

• Age Matters: There is a generational gap in comfort with AI. Younger customers, especially Gen-Z, are more inclined to engage with digital solutions. Tailor support options based on customer demographics.
• Trust Is a Factor: 70% of customers have privacy concerns when interacting with AI, with trust decreasing among older customers.

The Future of AI

As AI evolves in customer service, companies must find a balance between technology and the human touch. While comfort with AI is growing, businesses must not overlook customer expectations for personal interactions. The future of AI lies not in choosing between technology or humans, but in creating a blended experience that leverages technology while providing customer choice. A fully digital experience could lead to commoditization, emphasizing the need for balance. Remember, the human touch remains the ultimate relationship-building tool between customers and businesses.