Disadvantages of AI in customer service: Loss of customer trust
Posted: Sun Apr 06, 2025 9:08 am
One might assume that the introduction of software with AI capabilities in customer service would relieve employees' workload and thus lead to less stress. This is confirmed by 37%. On the other hand, however, 32% also report that their stress levels have increased. There may be various reasons for this:
Technical issues: If AI-powered software doesn't work reliably, it can lead to frustration and stress among employees. They may have to deal with frequent interruptions and be unable to perform their work effectively.
Complexity of technology: If employees are not adequately trained in using AI-powered tools or have difficulty adapting to new workflows, this can lead to confusion and stress.
Overload due to complex requests: If employees are faced with a higher number of complex requests while AI takes over the repetitive tasks, this can lead to overload and increased stress.
To minimize employee stress, it is important to carefully plan the use of AI in customer service job function email database and to provide employees with appropriate training and support.
It's also advisable to give employees the opportunity to provide feedback and suggest improvements to the use of AI in customer service. This can help ensure the technology is better tailored to employees' needs and reduce their workload and stress.
The biggest challenges in implementing AI in customer service relate to the customer relationship. Maintaining customer trust tops the list, with 43% identifying it as the most challenging. This is directly related to not alienating customers (39%), ensuring customer data protection and security (36%), and ensuring the accuracy of the information provided by AI (35%).
Transparent communication about the use of AI in customer service interactions is the first step to maintaining customer trust. Therefore, it's encouraging that 58% provide information about the use of AI in customer service in their policies or terms of use, and 55% mention it during customer interactions.
Below we show how companies can address the specific challenges mentioned above that threaten customer trust.
Understand concerns about AI and let customers choose for themselves
To overcome customer skepticism about AI, companies must first understand why AI may be putting them off:
Negative experiences: If consumers have already had negative experiences with AI in customer service, such as inaccurate answers or difficulty speaking to a human agent, this can lead to distrust.
Technical issues: If AI-powered software doesn't work reliably, it can lead to frustration and stress among employees. They may have to deal with frequent interruptions and be unable to perform their work effectively.
Complexity of technology: If employees are not adequately trained in using AI-powered tools or have difficulty adapting to new workflows, this can lead to confusion and stress.
Overload due to complex requests: If employees are faced with a higher number of complex requests while AI takes over the repetitive tasks, this can lead to overload and increased stress.
To minimize employee stress, it is important to carefully plan the use of AI in customer service job function email database and to provide employees with appropriate training and support.
It's also advisable to give employees the opportunity to provide feedback and suggest improvements to the use of AI in customer service. This can help ensure the technology is better tailored to employees' needs and reduce their workload and stress.
The biggest challenges in implementing AI in customer service relate to the customer relationship. Maintaining customer trust tops the list, with 43% identifying it as the most challenging. This is directly related to not alienating customers (39%), ensuring customer data protection and security (36%), and ensuring the accuracy of the information provided by AI (35%).
Transparent communication about the use of AI in customer service interactions is the first step to maintaining customer trust. Therefore, it's encouraging that 58% provide information about the use of AI in customer service in their policies or terms of use, and 55% mention it during customer interactions.
Below we show how companies can address the specific challenges mentioned above that threaten customer trust.
Understand concerns about AI and let customers choose for themselves
To overcome customer skepticism about AI, companies must first understand why AI may be putting them off:
Negative experiences: If consumers have already had negative experiences with AI in customer service, such as inaccurate answers or difficulty speaking to a human agent, this can lead to distrust.