Half of US Businesses Already Use AI in Customer Service. Their Biggest Obstacle? Maintaining Consumer Trust

August 05, 2024 at 08:00 AM EDT

According to Capterra’s 2024 Customer Service Technology Survey of customer service professionals, 61% say that AI-enabled software has positively impacted customers overall but 44% say customer trust is the top challenge they face.

A new report from software marketplace Capterra reveals that over half of U.S. businesses now use AI-enhanced customer service software, such as chatbots and virtual assistants, to improve customer experience and operational efficiency. However, maintaining consumer trust remains a significant challenge.

Adopting AI should complement the customer experience, not hinder it

AI can't fully replicate the human approach in customer services, and transparency around its general usage and data handling needs careful consideration. Companies will want to avoid declining consumer trust and customer satisfaction levels if individuals feel their needs are not effectively or safely addressed.

According to Capterra’s 2024 Customer Service Technology Survey, 61% say that AI-enabled software has positively impacted customers overall. The top three benefits of AI-enabled customer service include faster response times (55%), cost savings (47%), and improved customer satisfaction (27%). The top three challenges include maintaining customer trust (44%), ensuring accurate information (38%), and alienating customers (37%).

“Implementing AI into customer service operations requires a well-thought-out strategy to ensure a smooth transition and maximized benefits,” says Laura Burgess, senior analyst at Capterra. “Business decision-makers need to consider implementing steps to balance AI and human agents effectively to grow their business and keep customers.”

Companies who want to effectively implement AI into their customer service operations should:

Identify the strengths of AI and human agents: Allocate tasks more efficiently by leveraging AI for repetitive queries and humans for complex issues.
Train agents in using AI tools and handling data properly: Ensure workers understand AI tools and facilitate collaboration where AI provides relevant information and suggestions. 75% of customer service agents receive training on handling this sensitive data with AI.
Inform customers about AI support and how it benefits everyone: Transparency about AI’s capabilities and limitations helps set realistic expectations. Inform customers when they are interacting with AI and provide an option to escalate to a human agent if needed.

Customers need to understand that AI enhances their experience and provides seamless guidance, including connecting to a person when necessary. Customers are more understanding and patient when they know they’re interacting with an AI tool and comprehend its capabilities. Transparency and clear communication about AI usage can help increase its acceptance, learning curve, and comfort.

Despite concerns, the future of AI in customer service is bright

The future of customer service AI adoption looks promising, with employees believing that 52% of customer service inquiries will be managed exclusively by AI within the next five years. By integrating AI for routine tasks and reserving human agents for complex interactions, businesses can optimize resources, enhance satisfaction, build trust, and maintain operational efficiency.

For more detailed insights and recommendations, read the full report on Capterra.

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