Consumers Embrace AI Customer Support for Faster, More Personalized Service
86% of adults 18-44 prefer AI customer support for speed and accuracy. 70% would pay more for exceptional service, while 58% avoid brands after poor experiences.
Consumers Increasingly Open to AI Customer Support Agents
Recent findings highlight a shift in consumer preferences around customer support. Among adults aged 18 to 44, 86% say they would choose AI over human agents if certain conditions are met—like faster, more accurate, and always-available assistance.
High-quality customer support clearly influences buying decisions. A new report from AI customer experience company Decagon shows 70% of consumers are willing to pay more if a brand offers exceptional support. Conversely, 58% say a single poor experience would stop them from buying again.
Why AI Is Gaining Favor
AI-powered customer service is gaining traction because it promises speed and precision. More than half of those surveyed (56%) feel brands using AI for support come across as more modern and innovative.
Interestingly, younger adults (18-44) report greater comfort sharing personal details with AI—55% say they trust AI more than some friends. Over half even say AI chatbots can listen better than a spouse or partner. This group is twice as likely as those over 45 to believe AI agents can demonstrate emotional intelligence during support interactions.
What This Means for Customer Support Professionals
- Speedy, accurate responses are now expected as standard.
- Consumers want empathy and personalization integrated into every interaction.
- Brands that view support as a cost rather than an investment risk losing customers.
As Jesse Zhang, CEO of Decagon, points out, customers demand a concierge-level experience that combines intelligence and empathy. This raises the bar for all customer support teams aiming to meet evolving expectations.
For those working in customer support, embracing AI tools isn’t just about efficiency. It’s about delivering a new standard of service that builds trust and loyalty.
To stay ahead, consider exploring AI courses tailored for customer support professionals. Gaining skills in AI implementation can help you meet consumer demands and enhance your role.
Survey Details
The report, AI and the Next Generation of Customer Experiences, surveyed 2,077 U.S. adults, providing valuable insights into shifting attitudes toward AI in customer service.
