19
Younger generations, Gen Z and millennials, are generally more optimistic about the benefits of AI in customer service. Half or more of these younger customers agree that AI will create more personalized support. These same respondents, however, are also more likely to agree that AI makes support more confusing—possibly indicating a higher level of awareness both of bots in customer service and the fact that companies often lack a strategic approach when using them. More skeptical, baby boomers are less likely to view AI as something that is helpful for simple or complex issues, capable of making support available 24/7, makes it easier to find answers, or makes support more personalized. They generally prefer human agents.
Across countries, nearly two-thirds of customers either don’t think they’ve interacted with a customer support bot in the past six months or don’t know, indicating low consumer awareness of AI in customer service. Brazilian customers are the exception, with nearly 60% responding that they have engaged with a support bot recently. The idea that AI has replaced humans continues to be a myth. More than 80% of customers who said they’d interacted with a support bot said they interacted with a human afterward. 60% of Brazilian customers have recently interacted with a bot
Please select your level of agreement with the following statements related to AI and its impact on customer support.
Neutral
Disagree
Agree
100
11%
11%
13%
13%
20%
21%
26%
26%
29%
35%
35%
41%
80
24%
38%
22%
39%
31%
49%
28%
60
32%
33%
35%
37%
40%
40
63%
57%
51%
49%
48%
46%
43%
40%
38%
20
30%
28%
19%
0
Gen Z Millenials Gen X Baby Boomers
Gen Z Millenials Gen X Baby Boomers
Gen Z Millenials Gen X Baby Boomers
AI is helpful for complex issues
AI makes customer support interactions more confusing
AI enables businesses to provide more personalized support
The Zendesk Customer Experience Trends Report 2019
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