Intradiem’s new research finds 92% of customers say human agents are more helpful than AI agents or call bots
Intradiem, the leading provider of contact center automation solutions for customer service teams, released new research that finds a disconnect between contact center leader priorities and what consumers value in a contact center experience.
“Many contact centers underestimate, or under-value, the impact of the human element of customer service and its role in supporting the customer journey and their satisfaction with the brand as a whole”
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When a consumer calls into a contact center, their top desire is to reach a human first, not a call bot. Meanwhile, business leaders are still pursuing the efficiencies promised by AI-powered alternatives to human agents. If this misalignment between business leaders and customers is left unaddressed, businesses will face negative impacts on customer satisfaction and, as a result, business success.
The findings are from Intradiem’s new consumer research, which sought to understand the current state of AI and bots in the customer service process. Throughout these findings, customers offered several warning signs for brands that offer subpar contact center experiences:
- 89% of customers will cut ties with a brand due to poor customer service
- 78% will pay more for a product if it has better customer service
- 60% say customer service is more important than the product itself
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The Intradiem 2024 Customer Experience Survey, surveyed 1,100 U.S.-based consumers.
