Vonage Survey Reveals Increased Acceptance of AI in Customer Support, with Nearly Two Thirds of Consumers Admitting More Efficient Interactions
Vonage's recent U.S. survey reveals growing consumer acceptance of AI in customer support, with 70% believing AI has improved self-service support and 60% noting more efficient brand interactions. The study shows consumers are most comfortable with AI through website chat (87%) and mobile apps (72%), while only 33% feel at ease with AI voice interactions.
While 91% of consumers expect transparency about AI usage, 54% say it doesn't negatively impact brand trust. Industry comfort levels vary significantly, with gaming (80%) and retail (75%) showing strong acceptance, while banking (25%) and healthcare (18%) face more skepticism. Notably, 85% still consider easy access to human agents very important.
Un recente sondaggio di Vonage negli Stati Uniti rivela una crescente accettazione dei consumatori nei confronti dell'IA nel supporto clienti, con il 70% che crede che l'IA abbia migliorato il supporto self-service e il 60% che nota interazioni con i brand più efficienti. Lo studio mostra che i consumatori si sentono più a loro agio con l'IA tramite chat sul sito web (87%) e app mobili (72%), mentre solo il 33% si sente a proprio agio con le interazioni vocali basate su IA.
Il 91% dei consumatori si aspetta trasparenza sull'uso dell'IA, ma il 54% afferma che ciò non influisce negativamente sulla fiducia nel marchio. I livelli di comfort variano significativamente tra i settori, con il gaming (80%) e il retail (75%) che mostrano una forte accettazione, mentre il settore bancario (25%) e quello sanitario (18%) affrontano più scetticismo. È interessante notare che l'85% considera ancora molto importante avere un facile accesso a operatori umani.
Una reciente encuesta de Vonage en EE.UU. revela una creciente aceptación de los consumidores sobre la IA en el soporte al cliente, con un 70% creyendo que la IA ha mejorado el soporte de autoservicio y un 60% señalando interacciones de marca más eficientes. El estudio muestra que los consumidores se sienten más cómodos con la IA a través de chats en la web (87%) y aplicaciones móviles (72%), mientras que solo el 33% se siente a gusto con las interacciones de voz con IA.
Mientras que el 91% de los consumidores espera transparencia sobre el uso de la IA, el 54% dice que no afecta negativamente la confianza en la marca. Los niveles de comodidad en la industria varían significativamente, con el gaming (80%) y el retail (75%) mostrando una fuerte aceptación, mientras que la banca (25%) y la salud (18%) enfrentan más escepticismo. Notablemente, el 85% aún considera muy importante el fácil acceso a agentes humanos.
Vonage의 최근 미국 설문 조사에 따르면 고객 지원에서 AI에 대한 소비자의 수용도가 증가하고 있으며, 70%는 AI가 셀프 서비스 지원을 개선했다고 믿고 60%는 브랜드 상호 작용이 더 효율적이라고 언급했습니다. 연구에 따르면 소비자들은 웹사이트 채팅(87%)과 모바일 앱(72%)을 통해 AI에 가장 편안함을 느끼며, AI 음성 상호 작용에 대해서는 단 33%만이 편안함을 느끼고 있습니다.
91%의 소비자는 AI 사용에 대한 투명성을 기대하지만, 54%는 그것이 브랜드 신뢰에 부정적인 영향을 미치지 않는다고 말합니다. 산업별 편안함 수준에는 상당한 차이가 있으며, 게임(80%)과 소매(75%)는 강한 수용도를 보이는 반면, 금융(25%)과 의료(18%)는 더 많은 회의론을 안고 있습니다. 특히 85%는 여전히 인간 상담원에 쉽게 접근하는 것이 매우 중요하다고 여기고 있습니다.
Une récente enquête de Vonage aux États-Unis révèle une acceptation croissante de l'IA par les consommateurs dans le support clientèle, 70 % d'entre eux considérant que l'IA a amélioré le support en libre-service et 60 % notant des interactions de marque plus efficaces. L'étude montre que les consommateurs se sentent le plus à l'aise avec l'IA via le chat sur le site web (87 %) et les applications mobiles (72 %), tandis que seulement 33 % se sentent à l'aise avec les interactions vocales basées sur l'IA.
Alors que 91 % des consommateurs s'attendent à de la transparence sur l'utilisation de l'IA, 54 % affirment que cela n'impacte pas négativement leur confiance dans la marque. Les niveaux de confort dans l'industrie varient considérablement, le secteur du jeu (80 %) et le commerce de détail (75 %) montrant une forte acceptation, tandis que la banque (25 %) et la santé (18 %) font face à davantage de scepticisme. Notamment, 85 % considèrent encore qu'un accès facile aux agents humains est très important.
Eine aktuelle Umfrage von Vonage in den USA zeigt eine wachsende Akzeptanz von KI im Kundenservice, wobei 70% glauben, dass KI den Self-Service verbessert hat und 60% auf effizientere Markeninteraktionen hinweisen. Die Studie zeigt, dass Verbraucher am vertrautesten mit KI durch Website-Chat (87%) und mobile Apps (72%) sind, während nur 33% sich bei KI-Voice-Interaktionen wohl fühlen.
Während 91% der Verbraucher Transparenz über den Einsatz von KI erwarten, sagen 54%, dass dies das Vertrauen in die Marke nicht negativ beeinflusst. Die Komfortniveaus in der Branche variieren erheblich, mit Gaming (80%) und Einzelhandel (75%), die eine starke Akzeptanz zeigen, während Banken (25%) und Gesundheitswesen (18%) mehr Skepsis erleben. Bemerkenswert ist, dass 85% den einfachen Zugang zu menschlichen Mitarbeitern nach wie vor für sehr wichtig halten.
- None.
- None.
Seventy percent (
Still, the availability of live agent support remains critical, as
The
"These findings demonstrate consumers have grown exceptionally more receptive to the use of AI in customer support. The technology is revolutionizing the way businesses engage with their customers by creating more efficient and personalized interactions that align with the rapidly evolving expectations of today's consumer," said Joy Corso, Chief Marketing Officer at Vonage. "The key for brand success lies in the ability to harness the power of AI without losing the all important human touch. Businesses that master this delicate balance will be well-positioned to stand out among competitors and drive stronger customer relationships and long-term loyalty."
Additional survey findings also revealed:
- In self-service scenarios, more than half (
59% ) of consumers prefer using AI-powered intelligent agents (chatbots) over voice virtual assistant/agents (voicebots) (11% ). Almost a third (30% ) say their preference depends on the industry or type of request being made. - Consumer comfort with AI in self-service support varies by industry, with gaming (
80% ) and retail (75% ) showing strong comfort, while banking (25% ) and healthcare (18% ) are met with more hesitation.
Vonage will release its Global Customer Engagement Report 2025 in January. This 13th annual edition will take a more extensive look at AI, customer acceptance, and other areas — with insights from 17 global markets.
To learn more about how Vonage helps businesses use AI to enhance customer support across a broad range of communication channels, visit https://www.vonage.com/ai/.
The survey findings are based on a Pollfish survey conducted in September 2024 and included responses from 1,000
About Vonage
Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage's fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely - providing the flexibility required to create meaningful engagements.
Vonage is headquartered in
View original content to download multimedia:https://www.prnewswire.com/news-releases/vonage-survey-reveals-increased-acceptance-of-ai-in-customer-support-with-nearly-two-thirds-of-consumers-admitting-more-efficient-interactions-302312081.html
SOURCE Vonage
FAQ
What percentage of consumers accept AI in customer service according to Vonage's 2024 survey (ERIC)?
Which industries show highest AI acceptance rates in Vonage's 2024 study (ERIC)?
What percentage of consumers want AI transparency in customer support according to Vonage (ERIC)?
How many consumers prefer human agent access in customer support per Vonage's 2024 survey (ERIC)?
