The adoption of artificial intelligence (AI) has accelerated in recent years, transforming the business world and revolutionizing the customer service industry. What was once a futuristic concept is now a critical component of modern business strategy.
With AI-powered software becoming a necessity for businesses looking to stay competitive in the digital age, it's important to understand the impact it's having on the customer service experience.
To gain a better understanding of the current state of customer service, we've compiled 33+ need-to-know statistics that demonstrate the growing importance of AI in this field. Let's take a closer look at the numbers and see what they reveal about the role of AI in customer service.
33+ Vital Customer Service Statistics
General trends
AI’s applications in customer support have expanded considerably in recent years, and this growth is only expected to continue. Here’s a look at some recent trends in regards to AI’s ongoing impact to customer service.
- At present, the conversational AI market is worth $10.7B and growing at an annual rate of 22%. (GlobeNewswire)
- By 2025, AI will power 95% of customer interactions. (AI Business)
- Chatbots are the most common AI use case in business today. (Forbes)
- 81% of customers prefer using a self-service option before contacting a customer service rep. (HubSpot)
- 83% of companies consider adding AI to their strategy a high-priority initiative. (Tidio)
- 90% of companies see AI as a source of their competitive advantage over rivals. (MIT Sloan)
- The conversational AI market is expected to grow 3x by 2028. (GlobeNewswire)
- Successfully applying AI could increase a company’s profitability by an average of 38% by 2035. (Accenture)
Customer service’s biggest problems
AI isn’t just a fad everyone is latching on to — it’s an effective solution to some of customer service’s most widespread problems. Poor customer service can cause companies all kinds of headaches, and AI-infused solutions are uniquely equipped to tackle many of them head-on.
- Companies lose between $75B and $1.6T annually due to poor customer support. (Midlands Technical College)
- Negative customer experiences cost businesses $4.7T in missed opportunities each year. (Qualtrics)
- 61% of customers have switched brands because of poor customer service. (Appinventiv)
- 74% of customers cited having a poor customer service experience in 2022 at least once, an 8% rise from 2021. (Wall Street Journal)
- Service agents only ask for a customer’s name in 21% of conversations. (Zowie)
- 73% of customers expect the ability to start on one channel and continue on another without restarting, but only 33% of companies offer omnichannel support across chat, email, social media, and more. (Zendesk)
- Nearly one-third of American customers cite a lack of effectiveness as their top frustration when dealing with customer service. (Statista)
AI’s role in excellent customer service
Customer expectations have never been higher, and introducing AI simultaneously addresses these demands while augmenting agent productivity. Bolstering your customer service team with AI automation can bring several benefits.
- 90% of customers expect an “immediate” response when asking a customer service question. (HubSpot)
- AI-powered virtual assistants can automate 70%+ of customer queries. (Zowie)
- The #1 reason businesses use conversational AI is to improve agent productivity. (Zendesk)
- Generative AI has been shown to increase worker productivity by 14%. (Bloomberg)
- 61% of employees say AI makes them more productive and efficient. (SnapLogic)
- 83% of businesses feel AI lets them assist more customers. (Dialpad)
- AI-powered personalization measures can boost employee engagement by 20%. (McKinsey)
Elevating the customer experience
AI does much more than improve support metrics — it can also be a boon for customers, converting frustrating experiences into positive ones. AI tools have been shown to improve customer satisfaction, brand loyalty, and shoppers’ general perception of a brand.
- 73% of shoppers believe AI can positively impact the customer experience. (Statista)
- 80% of customers who interact with an AI chatbot have a positive experience. (Uberall)
- Half of customers expect AI to save them from having to repeat themselves. (Zendesk)
- 82% of American consumers are willing to share their customer data for a good customer service experience. (Wire19)
- AI software increases CSAT scores by an average of 12%. (Zowie)
- Positive customer experiences can raise customer satisfaction by as much as 20%. (McKinsey)
Conversational AI’s financial impact
In customer service, AI is already offering businesses a financial benefit. Beyond answering customer questions, AI software cuts costs, generates revenue, and promotes better business decisions.
- Implementing AI in customer service can reduce costs by up to 30%. (VentureBeat)
- 3 in 4 companies that add AI see new product sales increase by over 10%. (Capgemini)
- 86% of shoppers are willing to spend more after receiving a positive customer experience. (SuperOffice)
- 60% of shoppers say they’ll become repeat customers if they receive a personalized experience. (Twilio)
- 80% of self-identified frequent shoppers only purchase products from businesses that deliver customized experiences. (SmarterHQ)
- 66% of customer service professionals say AI has improved business performance by analyzing customer feedback. (Dialpad)
- AI-powered proactive chat is able to raise conversion rates by 15%. (Zowie)
- AI customer service can increase average order value (AOV) by as much as 47%. (Zowie)
Take advantage of AI today
The benefits of AI in customer service are becoming more evident every day, and businesses that fail to harness its power now risk falling far behind their competitors.
By starting with something as simple as a chatbot, companies can assist customers with greater efficiency and unlock their growth potential — all thanks to AI.
