Generational Preferences Are Changing Customer Service Expectations
Accuracy remains the top priority for all consumers seeking excellent customer service. However, younger customers show a distinct preference for self-service options and AI-powered support, according to a recent survey by Decagon.
While all generations value knowledgeable and precise answers, those aged 18 to 44 are about twice as likely as consumers 45 and older to favor AI over human agents for most support issues. Younger users appreciate AI for its 24/7 availability, speed, and ease of use.
Why Customers Pay More for Exceptional Service
More than 70% of consumers are willing to pay a premium if a company offers outstanding support. On the flip side, poor customer experiences drive people away quickly—nearly 60% of consumers say they’ll stop buying from a brand after just one bad interaction.
This shows that customer service today is as critical as the product itself. Rather than being a cost center, service now directly impacts loyalty, retention, and revenue growth.
Accuracy Is Non-Negotiable for AI Customer Service
Consumers across all age groups agree that the key to great AI service is delivering accurate, reliable information. This means businesses must invest in solid knowledge bases and implement strong safeguards to ensure AI responses are trustworthy and avoid errors.
Without this foundation, even the fastest or most accessible AI experience will fail to satisfy customers.
The Human Touch Still Matters
Despite the rise of AI and self-service, customers still want access to human support—especially for complex or sensitive issues. Surveys find most consumers prefer phone support, with about 75% insisting on human interaction for urgent matters.
Allowing customers to easily escalate from AI to a human agent can also reduce hesitation in using automated tools. For example, Bank of America’s Erica chatbot earns trust by providing quick, accurate answers and handing off to human representatives when needed.
What Customer Support Professionals Should Focus On
- Prioritize accuracy: Ensure AI tools are backed by reliable data and thoroughly tested.
- Offer choice: Provide both AI self-service and accessible human support options.
- Speed and availability: Use AI to deliver 24/7, fast responses where appropriate.
- Empathy and personalization: Combine technology with a human touch to build loyalty.
Ultimately, excellent customer service blends accurate information, efficient technology, and empathetic human support. This balance helps keep customers satisfied and willing to invest more in your brand.
For those interested in advancing their skills with AI tools in customer support, exploring specialized training can be valuable. See AI courses for customer support professionals to learn more.
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