Do you know that 62% of customer service specialists claim that AI tools help them understand their customers better?
You’ll agree with me that customer service is one of the most vital parts of a business.
Unfortunately, many businesses struggle with it.
Then comes AI, which is changing the world, even in the business sector.
With the growth of AI, businesses have adopted it in the customer service sector.
But how much impact has AI made? What future does AI have in customer service?
To answer that, I gathered the latest insights on AI in customer service statistics to show you all you need to know about this new trend.
AI promises to make life easier, so let’s see how it can achieve this regarding dealing with customers.
General AI Customer Service Statistics
1. 44% of customer experience leaders seek to invest in AI to access customer journeys and analytics.
(CMSWire)
AI in customer service automatically analyzes customers’ data to foster interactions and improve their overall experience.
This is done by understanding customers’ behaviors, patterns, and trends observed through social media posts and chat logs.
Brands then use this knowledge to reach customers and effectively provide them with better service.
2. 45% of customer service leaders believe AI and machine learning will mostly impact their organizations’ customer self-service.
(CMSwire)
Nearly half (45%) of customer service leaders think AI and machine learning will significantly improve customer self-service within their organizations.
The survey proved that companies have different expectations for AI regarding customer service operations.
- 44% believe AI will help their organizations gain actionable customer insights.
- 40% expect AI to handle more automotive tasks so staff can be free to perform higher-level tasks.
- 34% want AI to improve customer retention.
- 32% say AI and machine learning will help them identify customer experience problems earlier.
- 31% of the customer service leaders
3. 81% of customer service center executives invest in agent-enabled AIs.
(Deloitte)
Agent-enabled AIs are an important trend when it comes to the use of AI in customer service.
This is because it helps improve customer service’s operational efficiency by streamlining various repetitive tasks.
Agent-enabled AI provides quick customer responses while reducing errors and delivering personalized interactions.
Lastly, due to its 24/7 availability, agent-enabled AI provides better customer experiences than human agents.
4. 84% of executives using AI in customer service believe it improves customer experience. 46% also believe that it offers a more personalized experience.
(Hubspot)
Chatbots have become very popular among companies.
Most customer service leaders admit it is very effective, especially in improving customer experience and giving a more personalized experience to customers.
Hubspot’s survey still shows that almost half of the customer service specialists say they are confident in the accuracy of the information generative AI gives.
5. Also, 62% of customer service specialists claim that using AI tools in customer service helps them understand their customers better.
(HubSpot)
62% of customer service specialists find value in using AI tools. These tools aid them in gaining a deeper understanding of their customers.
This understanding likely comes from AI’s ability to analyze large datasets, identify patterns, and provide insights.
With this, specialists can tailor their approach and support more effectively based on customer behaviors and preferences.
6. Customer service specialists claim to have saved an average of 2 hours and 11 minutes per day using generative AI to write responses to customers’ questions.
(HubSpot)
Generative AI in customer service enables specialists to use pre-trained models to automatically compose responses to customers’ queries.
By leveraging this technology, specialists can save time creating individual responses to repeated questions.
AI has proven efficient, allowing CX specialists to focus on more complex issues, improving overall productivity and customer satisfaction.
7. 39% of customer service specialists are concerned about AI replacing their jobs in the next few years.
(HubSpot)
Nearly 4 out of 10 customer service specialists worry about AI potentially replacing their jobs within the next few years. This concern is because of the increasing integration of AI technologies in customer service and whether human roles will ever be needed.
8. 49% of customer service specialists believe that AI tools cannot independently do most customer service-related tasks.
(HubSpot)
Although some customer service specialists are concerned about losing their jobs to AI, a majority believe that AI tools will not have the capability to handle the majority of customer service-related tasks without human intervention.
That means that even in adopting AI, companies still need human intelligence and skills to largely improve their customer service.
In truth, AI is limited to how much data it can analyze. Hence, it may be unable to answer specific or unique questions accurately.
Professionals express skepticism about the complete independence of AI in customer service roles.
Factors such as the complexity of specific tasks or the need for human empathy and understanding may contribute to this perception.
9. The most popular AI tools in customer service are AI chatbots (41%) and the generative AI tools(41%) that respond to customers requests.
(HubSpot)
Generative AI is rapidly transforming customer service through advanced technology and the use of tailored content and machines.
While some business executives claim that generative AI would greatly disrupt the system, others disagree.
It has helped design, collect, and summarizing data.
It also helps to automate customer service and improve the management of data.
10. 80% of customers believe in bots and AI to improve their experiences.
(Verint)
This is because most customers believe using bots and AI would help save their time as it tends to reply faster.
Other customers love their ability to occasionally switch from humans to AI, believing AIs would understand their intent better.
11. Global spending on AI was around $150 billion as of 2023. This figure is estimated to surpass $301 billion by 2026, according to IBC experts.
(IDC)
Most customer service agencies use AI because it helps them achieve operational efficiency, customer experience, and employee productivity.
12. According to NBER, using generative AI tends to increase the productivity of customer service agents by 14%.
(NBER)
Generative AI helps experienced and low-skilled workers do their jobs better than they would have.
13. About 8 out of 10 (78%) will use AI as a customer service solution by 2020.
(Oracle)
14. 80% of customers will likely become repeat customers of businesses that provide excellent customer service online.
(Verint)
15. 69% of customer service leaders hope to invest more in AI in the coming years.
(Intercom)
This is because AI has many benefits for customer service specialists.
First, it can automate repetitive tasks like answering common questions or gathering data. This frees up a lot of time for the customer service specialists to focus on more complex tasks.
It could also help them analyze large amounts of data and identify patterns that might not be obvious to humans.
This would thereby help customer service specialists understand what customers are looking for and how to meet their needs best
16. 78% of customer service leaders say AI will transform most customer service careers in the next five years.
(Intercom)
Almost all (78%) of customer service leaders anticipate a transformative impact of AI on most customer service careers within the next five years.
This means that there’s a great expectation that artificial intelligence will play a crucial role in reshaping the landscape of customer service professions.
For example, companies will introduce new technologies and methodologies that could redefine the nature of these roles.
17. 61% of customer service leaders have seen improvement in customer experience over the past years due to AI tools.
(Intercom)
18. 58% of customer service leaders have seen some improvements in their CSAT scores.
(Intercom)
19. 66% of customer service agents are achieving their KPIs and meeting their Salad because of using AI tools in customer service.
(Intercom)
20. 29% of customer service leaders claim that AI in customer service offers customers a better experience.
(Intercom)
21. 44% of customer service agents believe using AI tools allows them to provide 24/7 customer support.
(Intercom)
22. 37% of customer service agents believe that using AI in customer service helps them provide faster customer support.
(Intercom)
23. Customer service teams in the energy and resources industry had the highest AI usage uptake, about 60%.
(Statista)
AI is very beneficial in the energy and resources industry, especially regarding the customer service sector.
Businesses in this industry use AI to help customers understand and manage their energy usage.
They help customers find the best rate plans and understand their bills
Overall, AI could help make energy usage more transparent and easier for customers to understand.
24. In 2022, the global call center service in the AI market was valued at $1.9 billion. This figure is estimated to reach around $14.6 billion by 2032.
(Acumen Research and Consulting)
25. Revenue from the call center AI market is expected to grow from around $800 million in 2019 to around $2.8 billion by 2024.
(Statista)
The Benefits of Using AI on Customer Service Statistics
26. 79% of customer service professionals claim that AI tools are essential to their strategy.
(Hubspot)
56% of B2B and 54% of B2C customer service professionals agree that it helps to enhance their business strategies
AI helps improve customer service quality by reducing errors and increasing accuracy.
By analyzing large amounts of data, AI can identify patterns and learn from past mistakes.
This can help to reduce the number of errors made by customer service specialists and improve the overall quality of the service.
27. 62% of customer service specialists claim that AI tools help them understand their customers better.
(Hubspot)
28. 71% of customers believe AI should be able to recognize and respond to their emotions and feelings during customer service interactions.
(Zendesk Blog)
Customers expect AI systems to provide accurate and efficient responses and understand and acknowledge their feelings and emotions.
This creates a more personalized and empathetic customer experience, which can lead to increased customer satisfaction and loyalty.
To achieve this level of emotional intelligence, AI systems can be trained on large datasets of human conversations, allowing them to recognize emotional cues and respond appropriately.
For example, AI systems can analyze a customer’s tone of voice, word choice, and other indicators to determine their emotional state and adjust their responses accordingly.
This can involve using natural language processing and sentiment analysis techniques to interpret customer messages and generate appropriate responses.
29. 59% of customers expect businesses to use the data they collect through AI tools to personalize their experiences.
(Zendesk Blog)
30. 72% of customer service leaders recognize that AI tools offer their companies a competitive advantage.
(Intercom)
There are a few ways that AI can offer a competitive advantage in customer service.
First, it improves efficiency and speed.
Automating routine tasks can free up time for customer service agents to focus on more important issues, leading to a faster resolution of customer problems.
It also improves accuracy and reduces errors, leading to more satisfied customers.
31. 78% of customer service leaders expect AI to revamp customer service careers in the next five years.
(Intercom)
32. 70% of customer service leaders claimed that the most positive impact AI has had on customer service metrics was resolution time.
(Statista)
Resolution time is a metric used to measure how long it takes to resolve a customer’s issue or question.
It’s calculated by taking the total time from when the customer first makes contact until the issue is resolved.
This metric is important because it can help to improve the overall customer experience.
By reducing resolution times, customer service agents can show they are committed to providing quick and efficient service.
Using AI in customer service can have a significant impact on resolution time.
By automating routine tasks and using AI to route calls to the right agent, resolution times can be reduced significantly.
33. 60% of leaders believe that the most popular reason for using AI in customer service is to predict customer behavior and needs.
(Statista)
Statistics On The Challenges Associated With Using AI in Customer Service
34. 90% of people prefer human service agents to customer service chatbots.
(SurveyMonkey)
35. 61% of consumers claim that human service agents provide more thorough explanations to AI.
(SurveyMonkey)
36. 50% of customers claim that human service agents are less likely to frustrate them than AI in customer service.
(SurveyMonkey)
37. 50% of consumers claim that humans offer more options to address their problems than AIs.
(SurveyMonkey)
38. 41% of consumers claim that human service agents offer better availability than AIs.
(SurveyMonkey)
39. 37% of consumers believe that human service agents address issues faster than AIs.
(SurveyMonkey)
40. 30% of consumers believe that human service agents provide more accurate information than AIs.
(SurveyMonkey)
41. One of the main challenges with AI in customer service is understanding natural language and providing accurate answers.
(Xcally)
It can be challenging for AI to understand natural human language.
Hence, businesses must ensure proper AI training for their customer service staff. Also, they need to monitor the responses chatbots and AI give customers constantly.
However, AI developers are working on solving this problem by making AI more skilled at understanding natural human language.
42. Another main challenge with AI in customer service is ensuring it is used ethically and responsibly.
(Xcally)
There are a few things customer service agents can do to ensure that AI is being used ethically and responsibly.
Customer service agents should be transparent about using AI in customer service. This means being upfront about what AI is used for and how it is used.
They could ensure that AI is being used in a way that respects the privacy and security of customers.
This means ensuring that the data used to train the AI is secure and that the AI is not being used to collect or store sensitive customer information.
FAQs
1. What are Examples of AI in Customer Service?
Some examples of AI in customer service are Natural language processing, Sentiment and advanced analytics, and Chatbots.
There are also Robotic process automation and Self-service.
2. How Can You Use AI in Customer Service?
AI can be used in customer service through a form of union with customer service agents to create the best customer experience for people.
3. How Long Does it Take to Set up Customer Service AI?
AI installation in customer service takes about 3-36 months.
4. Are There Any Risks Related to Using AI in Customer Service?
No. Currently, there are no risks related to using AI in customer service. AI in customer service assists in the form of suggestions to customer service agents, which can either be accepted or not.
5. What are the Disadvantages of AI in Customer Service?
The primary disadvantage of AI in customer service is that AI requires a lot of customer data, posing privacy concerns to people.
There are also some complaints that AI can be biased in its responses. The responses may be unclear or one-sided.
Conclusion
AI is evolving globally, and top businesses use it to their advantage.
From the above AI in customer service statistics, you can see that this trend is still growing.
Dealing with customers is tough. But AI allows you to streamline your operations and improve customer interactions.
However, you must pay attention because AI requires lots of private data. You also need to monitor it frequently so it doesn’t give off the wrong responses.
Yes, AI can ruin your business and your life. But that is if you don’t take control before it does.
