The use of AI in CX: A deep dive into user perspectives

Published 15 Feb. 2024 | 3 min read

Explore the balance of AI and human touch in CX, as we analyze user perspectives, adoption rates, and the need for empathy in customer service.

Customer experience (CX) has always been at the forefront of business strategies, but the emergence of AI is revolutionizing this critical aspect of business in unprecedented ways. With AI's ability to analyze vast amounts of data and learn from customer interactions, businesses are now poised to offer more personalized and efficient customer service. However, the adoption of AI does not merely reflect corporate strategies; it also mirrors public sentiment and user acceptance.

In this article, we delve into the data and gather insights to help you understand the evolving role of AI in CX—insights that are particularly relevant for businesses considering outsourcing as a strategy to enhance customer service.

The AI Transformation in CX

As leaders in the outsourcing industry, we consider it our responsibility to stay ahead of trends. Recent reports, like the AI in CX by SurveyMonkey, suggest a significant impact of AI on our lives:

  • 89% of people anticipate this change in the next five years.
  • 62% of people read about AI in the news weekly.

Businesses are also catching on, with data from HubSpot showing that 81% of customers prefer self-service options.

From a strategic business standpoint, companies have become more aware of AI’s capabilities than ever:  

  • 83% of companies view AI as a high priority initiative.
  • 90% recognize AI as a critical competitive edge.
  • 37% of businesses now employ AI, marking a 270% increase in the last four years.

User preferences: Speed, availability, and accuracy

When it comes to the positive reception of AI, customer preferences align well with the capabilities of chatbots and AI systems:

  • Users prioritize better availability (41%), speedy resolutions (37%), and accurate information (30%) – all areas where AI excels.
  • 68% of customers appreciate chatbot response speed.

The push for personalization in CX is also driving AI adoption, evidenced by Zendesk's finding that 60% of consumers are more likely to become repeat buyers following a personalized experience with a retailer, something AI can tailor at scale.

Generational perspectives on AI

The acceptance of AI in various demographics provides a roadmap for companies. The SurveyMonkey report highlights a generational gap: only 41% of people under 34 hold negative views on AI in CX, as opposed to 72% of those over 65. These figures are vital for crafting CX strategies that are mindful of different customer segments.

Consumers show varying degrees of comfort with AI:

  • 65% would use it to order food and drinks.
  • 59% for returns.
  • 29% in making investment decisions.
  • 28% for medical advice.

The undeniable need for human empathy

Despite these advancements, the human element in CX remains irreplaceable, particularly for issues requiring empathy:

  • 90% of people still prefer human customer service.
  • The NPS is 72 points higher for human agents compared to chatbots.
  • 52% of consumers feel less frustration with human agents.
  • 50% believe humans provide more solutions to their problems.

Our approach: A synergy of AI and human expertise

As an outsourcing provider, we recognize the power of AI to transform CX. However, we also understand the intrinsic value of human connection. In response to this, we advocate a blended approach, combining AI's efficiency with the emotional intelligence of our experts. This ensures we deliver not only rapid responses but also empathetic and contextually-aware solutions to complex issues—offering the best of both worlds.

Stay ahead of the curve with us as we navigate the exciting intersection of AI and human-driven CX. Get in touch!

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