Consumers, executives don’t see eye-to-eye on AI-powered customer service, survey shows

A new report finds a widening gap between consumers' expectations for AI-era customer service and the solutions companies are delivering, indicating potential shortfalls in customer experience as AI adoption grows. This mismatch could pressure customer satisfaction and prompt increased spending on CX tools or vendor changes, but is unlikely to be immediately market-moving.

Analysis

A new report finds a widening gap between consumers' expectations for AI-era customer service and the solutions companies are delivering, indicating potential shortfalls in customer experience as AI adoption grows. This mismatch could pressure customer satisfaction and prompt increased spending on CX tools or vendor changes, but is unlikely to be immediately market-moving.