Human-AI collaboration boosts customer support satisfaction
AI enhances customer support when used as a tool for human agents, acting as a sixth sense or angel on the shoulder, according to Verizon Business study.
Human-AI Collaboration Key to Superior Customer Support
A recent study by Longitude, commissioned by Verizon Business, reveals that 88% of consumers prefer human-led digital customer service interactions, compared to just 60% satisfaction with AI-only interactions. The survey, which included 5,000 consumers and 500 executives across seven countries, highlights the growing trend of AI deployment in customer experience (CX) operations, with 75% of executives investing in AI for customer support.
While brands are deploying AI across CX operations, customer support came out on top.
The Power of AI as a Support Tool
Daniel Lawson, SVP of global solutions and IoT at Verizon Business, emphasized that AI works best when it acts as a "sixth sense" or "angel on the shoulder" for human agents. "AI can provide agents with real-time data that helps them answer queries more quickly and accurately," Lawson said via email. Julie Geller, principal research director at Info-Tech Research Group, echoed this sentiment, noting that AI should handle administrative tasks like ID checks and file retrieval, allowing agents to focus on empathy and creative problem-solving.
Frustrations with AI-Only Interactions
Despite the benefits, 47% of consumers reported frustration with the lack of human agents in AI-only interactions. A separate survey by Hubspot and SurveyMonkey found that 82% of customers prefer human support, even if wait times are identical. Lawson stressed the importance of training AI to recognize frustration and facilitate seamless handoffs to human agents. "The power of conversational AI is a game changer," he said, highlighting the role of natural language processing in creating more human-like interactions.
The Path Forward
Geller advised making the option to speak with a human visible from the start to prevent customer frustration. "Every handoff should be tagged and tracked," she said, enabling algorithms to learn and improve over time. This approach ensures that AI becomes a tool for enhancing human capabilities rather than replacing them, ultimately delivering a better customer experience.
For more insights, check out the full report.
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About the Author
Alex Thompson
AI Technology Editor
Senior technology editor specializing in AI and machine learning content creation for 8 years. Former technical editor at AI Magazine, now provides technical documentation and content strategy services for multiple AI companies. Excels at transforming complex AI technical concepts into accessible content.