Canadian enterprises are accelerating AI adoption in customer service, but new data suggests they may be pulling back from the channel customers rely on most when it matters.
According to new ServiceNow research:
- 85% of customers prefer a human phone call for complex issues
- Just 10% of executives plan to prioritize phone support over the next three years
- 59% cite lack of empathy as their top service frustration
At the same time, two-thirds of customers want self-service for simple issues, and nearly half expect AI to improve speed and efficiency. The tension is clear: customers want automation for convenience, but human connection for resolution and trust.
As Canadian tech companies build and deploy AI-first CX platforms, are they enabling better human interactions, or quietly optimizing them away?
Find out more here: https://www.servicenow.com/workflow/crm/cx-shift-study-expectations-ai-era.html
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This entry was posted on April 8, 2026 at 12:38 pm and is filed under Commentary with tags ServiceNow. You can follow any responses to this entry through the RSS 2.0 feed.
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As Canada doubles down on AI in customer service, customers still want a human
Canadian enterprises are accelerating AI adoption in customer service, but new data suggests they may be pulling back from the channel customers rely on most when it matters.
According to new ServiceNow research:
At the same time, two-thirds of customers want self-service for simple issues, and nearly half expect AI to improve speed and efficiency. The tension is clear: customers want automation for convenience, but human connection for resolution and trust.
As Canadian tech companies build and deploy AI-first CX platforms, are they enabling better human interactions, or quietly optimizing them away?
Find out more here: https://www.servicenow.com/workflow/crm/cx-shift-study-expectations-ai-era.html
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This entry was posted on April 8, 2026 at 12:38 pm and is filed under Commentary with tags ServiceNow. 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.