Gen Z Wants Brands to Level Up Their AI Customer Service Game
Five9's recent survey reveals that 60% of Gen Z values AI-powered customer service for its speed and convenience, while still preferring human interaction for complex issues. The study of 1,000 Gen Z consumers found that 46% consider AI ideal for simple fixes and 47% for generic questions. Notably, less than 40% could distinguish between AI and human interactions in chatbots, text, or email. However, 65% still prefer human customer service for complex issues, particularly for billing (86%), high-value purchases (88%), and returns (77%). Brands like Sephora, Target, Nordstrom, and Apple are recognized for their superior customer service among Gen Z consumers.
Un recente sondaggio di Five9 rivela che il 60% della Gen Z apprezza il servizio clienti supportato dall'IA per la sua rapidità e comodità, ma preferisce comunque interazioni umane per questioni complesse. Lo studio, condotto su 1.000 consumatori della Gen Z, ha mostrato che il 46% considera l'IA ideale per riparazioni semplici e il 47% per domande generiche. È interessante notare che meno del 40% degli intervistati riescono a distinguere tra interazioni IA e umane in chatbot, messaggi di testo o email. Tuttavia, il 65% preferisce ancora il servizio clienti umano per questioni complesse, in particolare per fatture (86%), acquisti ad alto valore (88%) e resi (77%). Marchi come Sephora, Target, Nordstrom e Apple sono riconosciuti per il loro servizio clienti superiore tra i consumatori della Gen Z.
Una encuesta reciente de Five9 revela que el 60% de la generación Z valora el servicio al cliente impulsado por IA por su velocidad y conveniencia, aunque aún prefiere la interacción humana para problemas complejos. El estudio, realizado con 1,000 consumidores de la generación Z, encontró que el 46% considera que la IA es ideal para soluciones simples y el 47% para preguntas genéricas. Notablemente, menos del 40% pudo distinguir entre interacciones de IA y humanas en chatbots, mensajes de texto o correos electrónicos. Sin embargo, el 65% aún prefiere el servicio al cliente humano para cuestiones complejas, especialmente para facturación (86%), compras de alto valor (88%) y devoluciones (77%). Marcas como Sephora, Target, Nordstrom y Apple son reconocidas por su servicio al cliente superior entre los consumidores de la generación Z.
Five9의 최근 설문조사에 따르면, Z세대의 60%가 빠르고 편리한 AI 기반 고객 서비스를 중요하게 여기지만, 여전히 복잡한 문제에 대해서는 인간의 상호작용을 선호한다고 합니다. 1,000명의 Z세대 소비자를 대상으로 한 이 연구에서 46%는 간단한 해결책에는 AI가 이상적이라고 생각하고, 47%는 일반적인 질문에 AI가 적합하다고 응답했습니다. 특히, 40%도 안 되는 응답자가 챗봇, 문자 메시지 또는 이메일에서 AI와 인간의 상호작용을 구별할 수 있었습니다. 그러나 65%는 여전히 복잡한 문제에 대해 인간 고객 서비스를 선호하며, 특히 청구 문제(86%), 고가 구매(88%), 반품(77%)에서 선호도가 높습니다. Sephora, Target, Nordstrom 및 Apple과 같은 브랜드는 Z세대 소비자들 사이에서 우수한 고객 서비스로 인정받고 있습니다.
La récente enquête de Five9 révèle que 60 % de la génération Z valorise le service client alimenté par l'IA pour sa rapidité et sa commodité, tout en préférant les interactions humaines pour les problèmes complexes. L'étude auprès de 1 000 consommateurs de la génération Z a montré que 46 % considèrent que l'IA est idéale pour les solutions simples et 47 % pour les questions génériques. Notamment, moins de 40 % ont pu faire la distinction entre les interactions IA et humaines dans les chatbots, les SMS ou les courriels. Cependant, 65 % préfèrent toujours le service client humain pour les problèmes complexes, notamment pour la facturation (86 %), les achats de grande valeur (88 %) et les retours (77 %). Des marques comme Sephora, Target, Nordstrom et Apple sont reconnues pour leur service client supérieur parmi les consommateurs de la génération Z.
Die aktuelle Umfrage von Five9 zeigt, dass 60% der Gen Z den KI-gestützten Kundenservice aufgrund seiner Geschwindigkeit und Bequemlichkeit schätzt, aber bei komplexen Anliegen weiterhin die menschliche Interaktion bevorzugt. Die Studie mit 1.000 Gen Z-Konsumenten ergab, dass 46% KI als ideal für einfache Lösungen und 47% für allgemeine Fragen ansieht. Bemerkenswerterweise konnten weniger als 40% zwischen KI- und menschlichen Interaktionen in Chatbots, Texten oder E-Mails unterscheiden. Dennoch bevorzugen 65% weiterhin den menschlichen Kundenservice für komplexe Anliegen, insbesondere bei Rechnungen (86%), hochpreisigen Käufen (88%) und Rücksendungen (77%). Marken wie Sephora, Target, Nordstrom und Apple werden unter den Konsumenten der Gen Z für ihren überlegenen Kundenservice anerkannt.
- 60% of Gen Z appreciates AI's faster response times in customer service
- Less than 40% of Gen Z could distinguish between AI and human interactions, indicating high AI quality
- Strong brand recognition with major retailers and airlines for customer service excellence
- 47% of Gen Z finds AI-powered solutions not trustworthy
- 36% considers AI solutions unreliable
- 65% still requires human interaction for complex issues, limiting AI implementation scope
Insights
This survey reveals important insights into Gen Z's customer service preferences, showing both opportunities and limitations for Five9's AI solutions. The
The data provides Five9 with a clear competitive advantage in developing targeted AI solutions. The finding that
For investors, this market research demonstrates Five9's deep understanding of next-generation consumer preferences, positioning them well in the growing AI customer service market. The company's ability to deliver both AI and human-touch solutions aligns perfectly with Gen Z's dual expectations.
New Five9 Survey Finds That Nearly
This desire for efficiency and ease extends beyond just the technology itself. For Gen Z consumers, a seamless and positive customer service experience is essential to building brand loyalty. “The worse my customer service experience is, the less likely I am to use the brand again,” says Mimi Allen, 21. “I shop online because it makes my life easier. I don’t have the time to go into a store to purchase, but if buying stuff online is going to take hours or be difficult, then I won’t use them anymore.”
Five9 conducted a survey of 1,000 Gen Z consumers and tracked customer experience interactions for a select group of these young shoppers. The study found that Gen Z is particularly open to AI for quicker resolutions, with
"Gen Z are natural 'prompt engineers'," says Niki Hall, Chief Marketing Officer, Five9. "They know how to interact with AI to get the information they need, but they're also keenly aware of its limitations. When it comes to complex issues or sensitive information, they still crave the empathy and problem-solving abilities of a human customer service representative. AI presents a powerful opportunity for brands to enhance customer service, but strategic implementation is key to achieving maximum impact and ROI."
Despite their desire for AI-driven customer experiences, nearly
Sephora, Target, Nordstrom, and Apple are all winning over Gen Z with their top-notch customer service. But it's not just the retail world that's getting it right, as airlines like United, Singapore Airlines, and Delta are also flying high in the eyes of Gen Z travelers.
For Gen Z shoppers, building a relationship with a brand is key to unlocking exceptional customer experiences. “Loyalty is a two-way street. I can’t expect a brand to drop everything to try and solve my
Five9’s research provides valuable insights for businesses navigating the evolving landscape of customer service in the digital age. By understanding the preferences and expectations of Gen Z regarding AI in customer service, brands can create more effective and trustworthy experiences that foster loyalty and satisfaction.
Methodology
This study was conducted online among a nationally representative sample of 1,000 Gen Z consumers, including
About Five9
The Five9 Intelligent CX Platform, powered by Five9 Genius AI, provides a comprehensive suite of solutions to power AI-elevated customer experiences that deliver better business outcomes and Bring Joy to CX™. Our unified cloud-native offering enables hyper-personalized customer experiences and more empowered employees, making every customer interaction more connected, effortless, and personal. Trusted by 2,500+ customers and 1,400+ partners globally, Five9 brings together the power of AI, our platform, and our people to drive AI-elevated CX.
For more information, visit www.five9.com.
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Media Contact:
Five9
Hannah Blackington
press@five9.com
Berns Communications Group
Danielle Poggi
dpoggi@bcg-pr.com
Source: Five9
FAQ
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