A survey conducted in 2024 in the United States shows what are the consumers' channels preferences when dealing with AI-powered customer services care. As the number one choice from both consumers aware and unaware of AI, contacting support via phone is the best option, at 72 and 65 percent respectively. For the aware group, as second-best option, solving their issues online is better, at around 60 percent, while for the unaware group, as second choice, comes SMS or texts, about 55 percent.
Channel preferences when interacting with AI-powered agent to solve customer care issue in the U.S. in 2024
Aware consumers: those who can correctly identify what AI means in the context of customer experience (CX) solutions. They have a more critical view of AI interactions, tend to express more skepticism, and generally show a preference for live human support over AI-powered solutions.
Unaware consumers: those who lack a specific understanding or awareness of AI in CX contexts.
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RetailWire. (August 18, 2024). Channel preferences when interacting with AI-powered agent to solve customer care issue in the U.S. in 2024 [Graph]. In Statista. Retrieved November 21, 2024, from https://www.statista.com/statistics/1490080/us-ai-channel-preferences-customer-service/
RetailWire. "Channel preferences when interacting with AI-powered agent to solve customer care issue in the U.S. in 2024." Chart. August 18, 2024. Statista. Accessed November 21, 2024. https://www.statista.com/statistics/1490080/us-ai-channel-preferences-customer-service/
RetailWire. (2024). Channel preferences when interacting with AI-powered agent to solve customer care issue in the U.S. in 2024. Statista. Statista Inc.. Accessed: November 21, 2024. https://www.statista.com/statistics/1490080/us-ai-channel-preferences-customer-service/
RetailWire. "Channel Preferences When Interacting with Ai-powered Agent to Solve Customer Care Issue in The U.S. in 2024." Statista, Statista Inc., 18 Aug 2024, https://www.statista.com/statistics/1490080/us-ai-channel-preferences-customer-service/
RetailWire, Channel preferences when interacting with AI-powered agent to solve customer care issue in the U.S. in 2024 Statista, https://www.statista.com/statistics/1490080/us-ai-channel-preferences-customer-service/ (last visited November 21, 2024)
Channel preferences when interacting with AI-powered agent to solve customer care issue in the U.S. in 2024 [Graph], RetailWire, August 18, 2024. [Online]. Available: https://www.statista.com/statistics/1490080/us-ai-channel-preferences-customer-service/
