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A recent survey by Cogito reveals mixed feelings among consumers regarding AI in customer service. While 54% of respondents view AI as helpful, 46% believe it is harmful. The preference leans towards AI assisting human agents rather than replacing them entirely.
The survey indicates that 77% of participants prefer interacting with human agents who utilize AI tools in the background. Additionally, consumers see potential in AI for personalized sales offers during service calls, highlighting a shift towards integrating AI to enhance human interactions rather than eliminate them.
• Consumers prefer AI-assisted human agents over fully automated chatbots.
• AI is seen as a tool to enhance customer service, not replace humans.
The article discusses consumer opinions on the effectiveness of AI in enhancing customer service experiences.
The survey reveals that many consumers find chatbots less preferable compared to human interactions.
The article emphasizes the importance of these tools in empowering customer service agents.
Cogito's survey findings reflect its mission to improve emotional intelligence in customer service.
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