Consumers Have Mixed Feeling About AIs Potential for Customer Service

Consumers aren't convinced that AI can provide the same, or better level of customer service that a human can provide today, according to a Pegasystems survey. In fact, more adults surveyed across the globe disagree (38%) than agree (27%) that AI can match human customer service. However, there's a bit more optimism about the future, as more agree (38%) than disagree (26%) that AI has the potential to improve service in the future. Even so, more than one-third are unsure, suggesting that there's some apathy towards the subject. The results of the survey show that more people prefer to talk to a live representative on the phone (45%) than any other method of contact for customer service.