Survey: Two-thirds of consumers think AI will improve customer experience
New data reveals that consumers and businesses alike are optimistic about how artificial intelligence will impact customer experience in the near future.
Nearly two-thirds (64%) of consumers surveyed believe AI will improve the quality and speed of customer experience over the next two to three years, according to global cloud firm Genesys' latest report, “The State of Customer Experience." For the most part, customer experience leaders are on the same page, as 42% cited the expanded use of AI to improve experiences as a top priority.
Failing to deliver on what consumers believe to be a good experience can have a significant impact on an organization’s bottom line, according to the survey. More than half (53%) of consumers surveyed said they will abandon a favorite brand after experiencing as few as two poor interactions. Roughly a third (30%) of those surveyed admitted that they stopped doing business with a company in the last year after a bad experience. More than four-in-10 (41%) of customer experience leaders surveyed cited keeping pace with consumers’ rising expectations as their greatest challenge.
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AI is becoming key for consumers, especially when it comes to personalization. Seventy-seven percent of consumers surveyed are more likely to recommend a brand that consistently provides personalized service, and nearly three-quarters say they’d buy more from brands that do. Nearly 50% of consumers surveyed want agents to have access to their data to improve personalization, with nearly 70% reporting they get irritated or frustrated when they don’t.
Additional findings from the survey include the following:
- More than eight-in-10 (86%) consumers surveyed expect to connect with an agent within one to 10 minutes, and over 60% say they’ve waited 15 to 60-plus minutes in the past year.
- Only 32% of customer experience leaders surveyed say their organizations currently track first-contact resolution, despite its potential impact on customer satisfaction and retention.
Ninety-seven percent of consumers surveyed prioritize seamless omnichannel experiences (e.g., communicating across social channels, chat, phone, etc.), and they expect the ability to transition effortlessly between channels without having to repeat themselves. Only 16% of customer experience leaders surveyed say their organizations provide fully integrated omnichannel experiences, despite 86% of leaders surveyed recognizing the importance of this
"Consumers are encouraged by the role AI can play in giving them better customer experiences,” said David Norrie, senior VP at Genesys. “As organizations continue investing in automation and AI to boost efficiency, they can’t risk missing the bigger picture: Customers want companies to solve their problems quickly and with empathy. This report underscores the opportunity for organizations to use AI to improve their customer relationships through better understanding their customers and to provide faster, more memorable experiences regardless of the channel.”
Genesys worked with an independent research firm to survey 5,157 consumers and 1,181 customer experience decision-makers in more than 16 countries.
