One of the reasons behind AI-powered customer service is the preference for conversational AI over phone calls. In 2024, 82 percent of consumers stated they would use a chatbot instead of waiting for a customer representative to take their call. An outstanding 96 percent of surveyed shoppers believed that more companies should opt for chatbots over traditional customer support services.
Consumer opinions on use of conversational AI for customer service in 2024
Characteristic
Share of respondents
More companies should use chatbots instead of traditional customer support teams
96%
Conversational AI will make traditional call centers obsolete
94%
Would use a chatbot to see if it can help me out instead of waiting for a customer representative to take my call
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Tidio. (October 17, 2024). Consumer opinions on use of conversational AI for customer service in 2024 [Graph]. In Statista. Retrieved December 04, 2024, from https://www.statista.com/statistics/1538260/consumer-opinions-on-conversational-ai/
Tidio. "Consumer opinions on use of conversational AI for customer service in 2024." Chart. October 17, 2024. Statista. Accessed December 04, 2024. https://www.statista.com/statistics/1538260/consumer-opinions-on-conversational-ai/
Tidio. (2024). Consumer opinions on use of conversational AI for customer service in 2024. Statista. Statista Inc.. Accessed: December 04, 2024. https://www.statista.com/statistics/1538260/consumer-opinions-on-conversational-ai/
Tidio. "Consumer Opinions on Use of Conversational Ai for Customer Service in 2024." Statista, Statista Inc., 17 Oct 2024, https://www.statista.com/statistics/1538260/consumer-opinions-on-conversational-ai/
Tidio, Consumer opinions on use of conversational AI for customer service in 2024 Statista, https://www.statista.com/statistics/1538260/consumer-opinions-on-conversational-ai/ (last visited December 04, 2024)
Consumer opinions on use of conversational AI for customer service in 2024 [Graph], Tidio, October 17, 2024. [Online]. Available: https://www.statista.com/statistics/1538260/consumer-opinions-on-conversational-ai/
