AI is here to stay, and so are humans. The recent findings of Kustomer's "2024 AI and Customer Service Index" reveal people are still prioritizing fast and effective issue resolution, regardless of who they are talking to. For 69% of respondents, it is the most important element of excellent customer service.
Sixty-one percent of respondents value professionalism as a key factor in customer service, followed by clear communication (53%). Roughly half (47%) say that addressing their specific concerns with care and compassion is important to them.
While many are talking about replacing or, rather, 'supporting' human agents with AI, consumers have voiced their preferences: 59% believe that customer service in the future will be improved with AI. However, 79% think that humans will always have a role in customer service.
Consumers are most comfortable with AI handling simple and straightforward tasks like order tracking, service cancellation, and technical support. Yet, only 1 in 5 would prefer an AI agent for more complex tasks like complaint resolution.
The survey of 1,200 U.S. consumers shows that 30% of 16-54-year-olds believe AI can already resolve more than half of their customer service needs, and there’s a growing consensus (over 50% across all age groups) that AI's capabilities will continue to improve customer service in the future.
