With ongoing debate about whether people want more AI or human interaction, new data from ServiceNow reveals a key insight: Canadians want both. The report reveals 61% of Canadian consumers prioritize seeking assistance from a human to resolve complex issues, whereas nearly half (44%) are open to AI-powered services like chatbots or intelligent search engines.
The study underlines why businesses must strike a balance in meeting consumer preferences—with 74% of Canadians saying they are less loyal to brands than they were two years ago, embracing AI tools becomes essential to stay competitive in today’s market.
The recent ServiceNow Consumer Voice Report 2024 surveyed 1,000 Canadians and found:
- What shoppers think of AI chatbots: Having a good chatbot service is deemed important by 55% of Canadians, with this number increasing to 70% for those ages 18-34. Some (7%) even prefer to use chatbots for all their customer service needs.
- Humans are best suited to solve complex problems: When looking to solve a complex issue or troubleshoot, 61% of Canadians will prioritize turning to customer service agents, whether by phone, chat, or in-person. However, 44% would choose to use AI-powered services such as a chatbot or intelligent search engine.
- Preserving the human connection. Nearly half (49%) would never want to see 100% autonomous, AI-driven customer service. Additionally, 36% of Canadians hold back from engaging with AI for customer service because they do not like the lack of personalization, further underscoring the need for a balanced approach. While 73% of those ages 55+ want to see a return to human-based customer service by 2025, less than half (47%) of those ages 18-34 say the same.
You can also find the full survey results here.
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This entry was posted on April 10, 2024 at 8:41 am and is filed under Commentary. You can follow any responses to this entry through the RSS 2.0 feed.
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Most Canadians want both AI + Human Support in Customer Service Experiences: ServiceNow
With ongoing debate about whether people want more AI or human interaction, new data from ServiceNow reveals a key insight: Canadians want both. The report reveals 61% of Canadian consumers prioritize seeking assistance from a human to resolve complex issues, whereas nearly half (44%) are open to AI-powered services like chatbots or intelligent search engines.
The study underlines why businesses must strike a balance in meeting consumer preferences—with 74% of Canadians saying they are less loyal to brands than they were two years ago, embracing AI tools becomes essential to stay competitive in today’s market.
The recent ServiceNow Consumer Voice Report 2024 surveyed 1,000 Canadians and found:
You can also find the full survey results here.
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This entry was posted on April 10, 2024 at 8:41 am and is filed under Commentary. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.