Americans are divided when it comes to their feelings about the use of artificial intelligence in customer service. A recent survey of 1,000 people from Dynata showed that 54% agreed AI is helpful overall in this context – leaving 46% who think it is overall harmful to the customer service experience.
Many of those who believe AI can help customer service would still rather have a bit of human touch in their experience, with 77% of those surveyed saying they would rather interact with a human, with AI just being used in the background, than with a fully-automated system.
What do these complicated consumer feelings about new technologies mean for insurers as they adapt their systems to the modern market and audience?
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Brittney Meredith-Miller
Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected].
