Should You Use AI Chatbots for Customer Service? Data Answers

Everyone wants more customer engagement. That’s why AI is such a game changer. But should you turn to AI, especially chatbots, for customer service? 

I do the research so you don’t have to. Salesforce’s “State of the Connected Customer” report reviewed data from 14,300 consumers and businesses worldwide. 

Here’s their insights and how it applies to using AI Chatbots for Customer Service:

The AI Trust Gap in Customer Service

The problem here is consumer ethical concerns. About 3/4s of customers worry about AI’s ethical complications. And they make a good point. AI is tempting for customer service because it will save companies an expected trillion dollars, but what good is that if 3/4s of your customers leave because of it?

Decreasing Openness to AI

Salesforce made it clear. Consumers are not open to AI. While 73% of business buyers and 51% of consumers are open to AI usage for improving their experiences, those figures are falling from the previous year. 

If you want to bridge that gap, you’re in for a long-haul. Implementing transparent, user accessible AI guidelines would be an essential first step.

Trust and Ethical Use of AI

Around 76% of customers trust companies to make honest claims about their products and services. However, only 57% trust them to use AI ethically. 

Remember that 68% of consumers agree that AI makes it more important than ever for companies to be trustworthy. The burden is on your brand to maintain that trust.

Generational Differences in AI Perception

Whether or not to implement AI chatbots may depend on your target audience’s age. Millennials and Gen Z are, in general, more receptive to AI than baby boomers and Gen X.

Should I Use AI Chatbots for Customer Service?

There’s an ethical burden you take on when implementing AI. But, AI chatbots are still an immensely valuable opportunity for improving efficiency and meeting the demands for immediate interaction that 77% of customers have. 

Conclusion

The Salesforce report helps us understand these key points:

• Ethical AI Use Is Crucial: Your company must prioritize ethical AI use and transparency to bridge the customer trust gap.
• Tailored AI strategies for Different Demographics: You must understand the different reception of AI across generations in order to build more effective customer engagement.
• Balancing Efficiency with Trustworthiness: AI chatbots will enhance efficiency, but it may come at a cost. Maintaining customer trust is far more important.

Have you interacted with a customer service bot yet? What was it like?

Do you know anyone struggling to implement AI chatbots? Sharing this article may help.