The rise of artificial intelligence in customer service has been rapid, but not always welcome.
From automated voice systems to AI chatbots, many companies are integrating these technologies to enhance efficiency and reduce costs. But how do customers really feel about it?
We recently asked our customers and followers for their thoughts in a short survey. The results were revealing — not just for us at Globe2, but for any business offering support to customers.
What We Learned
1. AI isn’t the enemy, but it’s also not a replacement
A clear takeaway from our survey is that while many people have tried AI-powered support, their satisfaction is mixed, with more complex issues resulting in a frustrating experience.
This was especially evident when we asked about top concerns. The most common were:
- Lack of understanding for complex issues
- Impersonal interactions
- Accuracy of responses
AI, in its current form, is great at handling straightforward tasks. But when things get more complicated, people still want to talk to… well, people.
2. Human support is worth paying for
When asked to choose between cheaper AI support or more expensive human-powered support, the majority chose human support – even at a higher cost.
This underscores a key value proposition for businesses: support matters, and customers are willing to invest in a service that makes them feel heard, understood, and helped.
3. The hybrid model is the future
Here’s the twist: despite reservations about AI, the majority of respondents said they’d prefer a supplier that offers both AI and human support. They recognise the value of automation for quick wins – but they don’t want to be stuck in a chatbot loop with no way out.
Customers are asking for choice and flexibility. The ability to start with a quick AI response, but easily escalate to a real person where necessary.
What This Means for Businesses
If you’re running a business that provides customer service – especially in industries like tech, finance, or ecommerce – these insights matter:
- Don’t rely solely on AI. It’s efficient, but not sufficient.
- Make escalation to human support quick and obvious.
- Ensure your AI tools are well-trained and focused on supporting, not replacing, your people.
Your customers may not tell you directly, but they’re watching how you handle support – and it shapes their perception of your brand.
What We’re Doing at Globe2
We pride ourselves on high-quality, human-powered support – and that isn’t changing.
But we’re also listening. We’ve been exploring how AI can complement what we do by empowering our support staff, but can see a case for direct AI in speeding up simple queries, reducing wait times, and allowing our human team to focus on where they’re needed most. The key is balance, and that’s what we’re committed to.
Could This Be Useful For You Too?
Are you embracing AI when it comes to dealing with your customers, or putting your head in the sand?
Consider these points when it comes to your customer offering:
- Are you giving customers both speed and empathy?
- Can customers choose how they interact with your team?
- Is your AI enhancing or interfering with the support experience?
- Is there a danger of being left behind as your competitors invest in AI?
If you’d like a copy of the survey results or to discuss what this could mean for your business, we’d be happy to chat.
