Survey: Two-Thirds of Consumers Say AI in Customer Experience Will Boost Service Quality

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A new survey highlights growing optimism among consumers and businesses regarding the role of artificial intelligence (AI) in customer experience. According to the latest report by global cloud company Genesys, AI in customer experience is expected to significantly enhance service quality and efficiency in the coming years.

The study, titled “The State of Customer Experience,” found that nearly 64% of consumers believe AI will improve the speed and quality of customer interactions within the next two to three years. Business leaders are also aligned with this sentiment, as 42% of customer experience executives identified the expansion of AI as a top priority for enhancing service delivery.

Poor Customer Experience Can Cost Brands

Failing to meet consumer expectations could have severe consequences for businesses. The survey found that over 53% of consumers would abandon their favorite brands after experiencing just two negative interactions. Furthermore, 30% of respondents admitted they had stopped doing business with a company in the past year due to poor service. For organizations, the challenge is clear: Keeping up with rising consumer expectations remains a top concern for 41% of customer experience leaders surveyed.

Personalization: The Key to Consumer Loyalty

The report underscores the increasing importance of personalization in AI-driven customer experience. According to the findings, 77% of consumers are more likely to recommend a brand that consistently delivers personalized interactions. Additionally, nearly three-quarters of consumers say they would spend more on brands that prioritize tailored experiences.

However, personalization is only effective when executed correctly. Nearly 50% of consumers want customer service agents to have access to their data for better personalization, while 70% report feeling irritated when companies fail to use their data effectively.

Consumer Expectations for AI-Driven Customer Service

New Genesys Report Confirms Customer Experience Drives Brand Loyalty with Nearly One-Third of Consumers Jumping Ship After a Poor Experience

The study also sheds light on the evolving expectations of consumers in AI-powered customer interactions:

  • 86% of consumers expect to connect with a live agent within one to ten minutes. However, 60% reported waiting 15 minutes to over an hour for assistance in the past year.
  • Despite the importance of first-contact resolution, only 32% of customer experience leaders currently track this metric.
  • 97% of consumers expect seamless omnichannel experiences, allowing them to switch between communication channels (social media, chat, phone, etc.) without having to repeat themselves. Yet, only 16% of customer experience leaders report that their companies provide fully integrated omnichannel support.

Also Read: Top 10 Best AI Chatbots for Social Media Customer Support

AI as a Game-Changer for Customer Experience

Industry experts emphasize the crucial role of AI in addressing these customer service challenges. David Norrie, Senior VP at Genesys, highlighted the importance of balancing AI-driven efficiency with a human touch: “Consumers are encouraged by the role AI can play in giving them better customer experiences. As businesses continue investing in automation and AI, they must remember that customers value quick solutions combined with empathy. This report presents a clear opportunity for companies to leverage AI in customer experience to build stronger relationships and create faster, more seamless interactions.”

The Future of AI in Customer Experience

With AI adoption accelerating, businesses must focus on utilizing automation not just for operational efficiency but also to enhance customer engagement and satisfaction. Companies that fail to integrate AI effectively may struggle to meet evolving consumer demands, potentially losing customer loyalty in the process.

Genesys conducted this global survey in collaboration with an independent research firm, gathering insights from 5,157 consumers and 1,181 customer experience decision-makers across 16+ countries.

As AI continues to transform the landscape of customer service, businesses that prioritize personalization, omnichannel support, and AI-driven solutions will be best positioned for long-term success.

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