• According to 43.97% of respondents, being helpful and knowledgeable is the most important trait of an AI customer service agent.
• Nearly one-half (46.76%) of people believe 24/7 availability is the most valuable feature in AI-based customer service interactions compared to traditional human-led support.
• 70.89% of respondents are concerned about their privacy and protection of personal data when using AI-based customer service tools.
• 44.07% of respondents agree or strongly agree that AI can provide unbiased and fair customer service.

Personality matters. Whether you’re an AI Agent or a human representative, consumers have expectations of how you’ll respond to and handle their queries.

The most important trait of an AI Agent is being helpful and knowledgeable, according to 43.97% of respondents. When it comes time to train your company’s AI customer experience models, these are key factors to keep in mind so you can ensure the AI agents meet your customer’s expectations and needs.

Following the top trait, roughly one-quarter (24.93%) of people want an AI customer service agent to be professional and efficient. This second-top trait again shows the desire consumers have for speed when it comes to handling and resolving their issues.

Asking yourself, ‘How can AI improve customer experience?’ starts by exploring the benefits of AI in a contact center to modernize your business’ customer service operations.

When looking at what consumers value in customer service interactions, it’s evident that availability and speed are their top priorities. Nearly one-half (46.76%) of respondents said that 24/7 availability is the AI feature that delivers the most value compared to traditional human-led support.

This is followed by 23.23% finding value in rapid response time and 13.56% valuing quick resolution time with AI agents—further proving the importance of availability and speed in customer service interactions. Organizations must also prioritize these features to keep up with customer demands to stay ahead of the competition.

Though organizations often rely on AI-powered personalized recommendations to upsell and foster loyalty, customer responses tell a different story. However, customers are likely to interact with personalized recommendations more than they realize—whether in email, on retail websites, or on social media through targeted advertising.

Despite their low value among consumers, personalized recommendations provide significant ROI to companies. McKinsey reported a 10% to 15% increase in revenue for companies that utilize personalized recommendations, showcasing their immense value to businesses.

Your customers are more aware than ever of how businesses collect and use their information, making them skeptical of newer technologies and what that means for their information.

This sentiment is supported by our finding that 70.89% of people are very or somewhat concerned about protecting their privacy and personal data when using AI-based customer service tools. In contrast, a mere 7.68% are unconcerned.

Follow these recommendations to assure your customers that their data and personal information are safe when using your AI-based customer service tools:

• Be transparent: Explain how you’re using AI without jargon, what data you’re collecting, and why you’re collecting it, and provide the option for them to easily opt out.
• Prioritize security: Implement multi-factor and strong security measures, regularly update your systems for compliance, and train all employees on data security best practices.
• Collect and use responsibly: Limit your data collection to the essentials, remove or cover personal identifiers, and follow data retention policies.
• Enable customer controls: Provide customers with access to their data, make it simple to change privacy preferences, and establish an easy-to-use channel for addressing concerns.
• Build trust: Become certified by independent reputable organizations for your practices, make a public statement about your commitment to data protection, and respond swiftly and honestly to any security breaches.

Adhering to common ethics of AI in CX best practices will prove to your customers that you’re committed to building and utilizing it correctly—and with their best interests in mind.

Gaining a consumer's trust is the first step toward also gaining their loyalty—the ultimate goal for many B2C businesses. While there are plenty of places and opportunities to work on gaining trust, your customer service practices are the most important because of the one-to-one interaction.

When it comes to AI and customer service practices, trust among consumers is high. Nearly half (44.07%) of respondents believe AI can provide unbiased and fair customer service.

These results show that the respondents trust AI to be impartial and fair in how they treat all customers. Inversely, as LinkedIn shares, every human has biases, and it’s nearly impossible to be completely free from bias.

The truth is, AI can be biased and bias in AI is a largely recognized problem. AI technology, models, and tools are only as knowledgeable as the information they are trained on. This is why it’s imperative to implement responsible and ethical AI models into your business and customer experience strategies.

AI agents are the present and future of customer service. Not only will the technology innovate your workforce, but it also improves your customer experience. Build trust with your customers by prioritizing and meeting their needs as you develop your AI-use strategy and policies.

Take your model to the next level with ServiceNow’s Customer Service Management (CSM) tool to effectively manage AI agents, handle customer queries, and deliver optimal AI CX interactions to boost return customers.

Have any questions? View a product demo to learn how CSM can modernize your customer service or contact us for more information.