Stat Library

60% of consumers say advances in AI make trust even more important

72% of consumers trust companies less than they did a year ago

74% of consumers say companies treat them like a unique individual rather than a number

One-third of US consumers would rather purchase a product in an automated/digital way vs. with a person

54% of US consumers don’t care how they interact with a company as long as their problems are fixed fast.

On average, the longest time US consumers claim to have spent trying to resolve a single issue with customer service is nine hours.

US consumers’ top customer service frustrations:

• Lack of self-service options
• Too many transfers across people and departments
• Lack of knowledge about product/service

US consumers walk away from 31% of their customer service interactions without getting what they need.

67% of US consumers are frustrated when customer service can’t resolve their issues instantly.

U.S. consumers estimate they are transferred at least once during 87% of their customer service interactions

61% of CIOs feel they’re expected to know more about AI than they do

CIOs’ Top AI Fears:

1. Security or privacy threats
2. Lack of trusted data
3. Inability to identify the best use cases
4. Training workforce with required skills
5. Insufficient return on investment