Consumers overall prefer faster responses, but desire for human support still present
Time is money, and when it comes to customer support, AI could save both while maintaining customer satisfaction. Chatbots have historically landed on the 'clunky' side of support interactions, but improvements from generative AI models have the chance to push chatbots into a higher realm of customer satisfaction. 159 AI users were asked: If you were trying to communicate with a customer service agent at a company for a product or service you bought, what would be your preference? For most, speed reigns supreme.
