Consumers are optimistic about AI’s potential to improve customer service, but only if businesses are able to deliver it right. A new Genesys report shows that 64% of consumers expect AI to enhance both the speed and quality of service in the coming years. Luckily, companies are taking notice, with 42% of CX leaders making AI a top priority and dedicating a third of their customer experience budgets to it. However, major gaps remain between what customers want and what businesses think they’re delivering.
The wait time disconnect
Speed is a top concern for customers, yet long hold times continue to frustrate them. While 86% expect to connect with an agent in under 10 minutes, more than 60% report waiting up to an hour. Meanwhile, CX leaders seem oblivious to the problem, estimating that long wait times happen only 10% of the time. This disconnect suggests that many businesses are out of touch with the daily frustrations of their customers.
Fixing service issues on the first try
Customers value first-contact resolution above all else, but businesses don’t share the same urgency. While it ranks as the most important factor for consumers, CX leaders place it ninth on their list of priorities, and only 32% actively track it. Without a clear measurement strategy, many companies are missing an opportunity to improve customer satisfaction and retention.
Personalisation vs. privacy concerns
Brands that get personalisation right stand to gain loyal customers. Seventy-seven percent of consumers say they’re more likely to recommend a brand that offers personalised service. Nearly half are willing to share their data to improve their experience, but they also expect control over how it’s used. Companies looking to leverage AI for personalisation must strike a balance between customisation and consumer trust.
The price of falling behind
Despite 97% of consumers wanting seamless omnichannel experiences, only 16% of businesses deliver them, forcing customers to repeat themselves when switching between channels. These missteps are costly since 53% of consumers say they’ll drop a favourite brand after just two bad experiences.