AI customer service is one of the biggest game-changers in business.
Why?
Imagine: a customer gets assistance at any hour of the day, greeted by a tireless AI system capable of understanding, empathizing, and resolving queries in real-time.
This is the essence of AI customer service—an innovative blend of technology and human-like empathy that’s reshaping the way businesses connect with their customers.
Below, we explore the latest AI customer service statistics and trends, offering you an insight into how AI can help grow your business, skyrocket support quality, and enhance customer satisfaction.
Let’s get into it!
In this article:
- Crucial AI customer service statistics
- How AI is improving customer service
- Companies using AI customer service
- The future of AI in customer service
Learn how to skyrocket your business with AI customer service
Discover more about AI and its impact on business from these articles:
- AI Customer Service: All You Need to Know [+ Examples]
- NLP Chatbot: Complete Guide & How to Build Your Own
- What Is Chatbot Automation? [Benefits & Main Features]
Let’s get straight to AI in customer service data.
AI customer service statistics: overview
As the adoption of artificial intelligence accelerated, it became clear for businesses that quality customer service and AI automation are possible without sacrificing support quality. This, combined with the growing demand for personalized and fast assistance, has led to a true customer service revolution.
As AI-driven software increasingly becomes indispensable for businesses striving to maintain competitiveness in today’s digital era, grasping its influence on the landscape of client support becomes essential.
Here are the top need-to-know AI customer service stats proving the paramount role of artificial intelligence in shopping experience.
Let’s now explore these data in more detail.
How is AI impacting customer service?
AI is influencing customer service quality in every possible way. The results speak for themselves—from lower response times to lower cost per chat to increased customer satisfaction.
As many as 73% of shoppers believe that AI could improve their customer experience
AI is transforming customer service by enhancing its efficiency, providing personalized experiences based on data analysis, and offering 24/7 support. In addition, it also helps with extracting valuable insights from customer interactions, enabling predictive maintenance, and facilitating natural language processing for seamless interactions. And no doubt—customers love personalized and detailed attention with minimum waiting times. Hence, they want AI.
Around 80% of customers who have interacted with AI software for customer service had a positive experience
AI empowers businesses to deliver faster, more tailored customer service, fostering greater satisfaction and loyalty among customers. This has been proven time and again by real-life data and business use cases. It makes sense—modern-day customers are very demanding, prioritizing time, efficiency, and personal approach.
A positive experience with AI support software can raise customer satisfaction by up to 20%
Through streamlined processes, personalized interactions, and swift issue resolution, AI customer service empowers clients by providing efficient solutions to their queries or concerns.
With AI’s ability to swiftly analyze vast amounts of customer data, it can also offer tailored recommendations and solutions.
This leads to quicker problem resolution and a smoother overall customer experience. Additionally, the round-the-clock availability of AI support ensures that customers receive timely assistance. As a result, customer satisfaction rates go up, turning one-time shoppers into loyal customers.
Read more: Check out our study on customer self-service to learn how it can help your strategy. Also, discover how to add Tidio to your website to realize the full potential of AI.
Companies that offer an excellent customer experience grow revenues 4%-8% faster than their markets
This is the cherry on top of all the above-mentioned points. AI customer service equals customer satisfaction and loyalty. And what does it mean for businesses? Increased revenue, higher customer lifetime value, and strengthened competitive advantage. This allows businesses to stay ahead in the market, outperform competitors, and sustain long-term success. And in the end, this is what matters the most.
See how to grow your revenue with AI-powered customer service
It’s clear that artificial intelligence in customer service can make all the difference for the business. How many companies are already riding this AI wave? Let’s get into this!
How many companies use AI in customer service?
AI customer service is more than a buzzword these days—it has already benefited multiple businesses, and many companies are adopting new AI tools and solutions every day. How has AI improved customer service? Let’s explore!
The AI customer services market size was valued at $308 million in 2022 and is expected to surpass almost $3 billion by 2032
This is huge. The scale of AI adoption and the size of the AI customer service market are growing daily. Generative AI is evolving within the realm of customer service, adept at managing sophisticated personalized interactions and addressing customer inquiries.
Its applications in this domain are diverse, spanning from providing quick answers to clients and facilitating authentic conversations. All this contributes to the immense growth of AI in the CS market globally.
By region, North America has the highest AI customer service market share of 48%, followed by Europe (29%), Asia Pacific (20%), Middle East (3%), and Latin America (about 1%).
Read more: Check out our compilation of companies that use AI for customer service and why they are successful.
By application, the chatbot segment is expected to grow at the highest rate and reach almost $5 billion by 2032
Chatbots are now considered an essential part of a good customer service strategy. Powered by machine learning, and natural language processing (NLP), AI bots are extremely powerful instruments in automating customer service and enhancing customer experience.
For example, the AI-powered chatbot Lyro by Tidio can automate up to 70% of customers’ requests. On top of that, chatbots solve customer problems in a fast and efficient manner: an average conversation with a chatbot includes only 5.7 messages.
As many as 62% of customers would use a chatbot rather than talk to a human agent if it’s faster (and in most cases, it is). As a result, customer satisfaction rises, and businesses get plenty of loyal customers happy about their communication with the brand.
Read more: Check out our hand-picked chatbot statistics in a dedicated report.
Learn how to automate up to 70% of customer requests with AI
Over 63% of retail companies use AI to improve customer service
Over half of retailing companies have integrated generative artificial intelligence into their existing customer service strategies, while 40% of businesses have established specialized teams and allocated budgets for this technology. These numbers are growing every day as more and more tools are appearing and technology is developing.
Both the companies and the people see the value in using AI. Considering that as many as 78% of shoppers have abandoned a transaction because of a negative customer service experience, this AI rush makes sense. In fact, speedy responses combined with quality assistance make all the difference.
Read more: Discover our report on shopping cart abandonment statistics and trends.
About 28% of business leaders have used AI to cut their company’s costs
This might be bad news for those who are scared that AI will take their job. While it sounds frustrating, we aren’t as doomed as it might seem. While AI can take care of many tedious and repetitive tasks, businesses still need humans for their unique skills in priority situations that require a high level of attention and precision.
AI in customer service assists in saving costs by streamlining workflows, empowering customer service representatives to apply their skills in more challenging situations, and granting customers autonomy in resolving common issues.
Given that, it’s understandable that almost a third of businesses have decided to use AI for the sake of cutting costs. In the end, it’s all about finding a perfect balance between satisfied customers, revenue, and quality work of customer service agents.
Read more: Read our article on the recent fear of AI and AI trends.
The current state of affairs is promising—AI has made a huge change in how businesses communicate with their customers.
Now—
Let’s take a peek at what the future holds when it comes to AI for customer experience.
Why is AI the future of customer service?
AI customer service is here to stay—should we be worried or excited?
Take a look at the numbers below and judge for yourself. If you ask us, we’re definitely optimistic.
By 2025, AI will power 95% of customer interactions
Quite soon, practically every interaction with customers will be handled by AI. Again, this doesn’t mean that 95% of support specialists will lose their jobs.
Quite the opposite—while the majority of customer questions and requests are quite simple and repetitive, there are a number of them that require a deeper understanding and a human conversation. That’s where support teams come to shine. They have more time to handle complex cases instead of answering “What are your delivery times?” 10 times per day.
Read more: Discover the latest AI statistics in our dedicated article.
About 73% of customer respondents expect the ability to start on one communication channel and continue on another without restarting
Omnichannel customer service powered by AI is a way to go for businesses. It means that your client support will always be in the right place at the right time, right where your customers are. AI tools could help pave the way for an efficient strategy that works like a well-oiled machine.
The bad news is that only around 33% of companies currently have omnichannel support across social media, email, phone, contact center, live chat, and AI chatbots. The good news is that their number continues to grow, and as more businesses realize the high priority of AI, the more convenient and efficient their support strategy becomes.
As many as 64% of business owners believe AI will improve customer relationships
Businesses are putting great levels of trust into AI. It’s considered a worthy investment that will inevitably pay off. Currently, a whopping 9 out of 10 businesses have ongoing investments in some form of artificial intelligence. AI in customer service comprises a big part of this.
These bets on AI are not wrong. In the long run, AI customer service inevitably helps to boost retention, enhance customer experience, and improve client relationships. The more businesses realize this, the more their trust in AI grows.
AI customer service can increase average order value (AOV) by as much as 47%
This is a very important number. In the end, AI in customer service doesn’t just increase the average order value, but it makes customers turn into loyal clients and come back again and again spending bigger sums of money.
And when customers are happy about the service they receive, they feel more ready to spend money and then come back to spend even more. In fact, about 61% of customers have switched brands because of poor customer service, which once again proves the importance of high-quality assistance.
Read more: Check out our case study on how a fashion ecommerce brand boosted their conversion rates thanks to the power of AI.
AI in CS stats: key takeaways
All AI customer service statistics highlight the transformative potential of artificial intelligence in revolutionizing client support in all spheres, from ecommerce to healthcare. From substantial time and cost savings to enhanced revenue growth and improved shoppers’ experiences, the adoption of AI technologies offers businesses a competitive edge in today’s market.
As buyers’ expectations evolve, the seamless integration of AI-driven solutions becomes increasingly imperative for businesses aiming to deliver personalized, efficient, and omnichannel support.
Moreover, the confidence placed by business owners in AI’s ability to strengthen customer relationships highlights the continued investment and advancement in this field. Ultimately, AI customer service isn’t just a trend—it’s a strategic imperative for businesses seeking to thrive in an increasingly digital and customer-centric landscape.
Sources
- 50+ Vital Statistics on AI in Customer Service for 2024
- 10 AI Customer Experience Statistics You Should Know About
- AI in Customer Service Statistics: 50+ Actionable Insights for your Technology-Driven Business Strategy
- The state of AI at work in 2023: What customer service/sales employees really think
- Artificial intelligence (AI) usage in customer service teams worldwide in 2023, by industry
- Positive impacts of artificial intelligence (AI) usage on customer service metrics worldwide in 2023
- The Future of Chatbots: 80+ Chatbot Statistics for 2024
- 10+ Essential AI Statistics You Need to Know for 2024
- Conversational AI Market projected to reach USD 34.7 Billion by 2030, growing at a CAGR of 20.9% during the forecast period of 2023-2030
- Poor Customer Service Threatens $4.7 Trillion in Annual Revenue Globally as Companies Struggle to Retain Staff
- The next frontier of customer engagement: AI-enabled customer service (Mckinsey)
- Implementing AI in customer service
- How Businesses Are Using Artificial Intelligence In 2024
