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Channel preferences when interacting with AI-powered agent to solve customer care issue in the U.S. in 2024

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Source

Release date

August 2024

Region

United States

Survey time period

2024

Number of respondents

200 respondents

Age group

18 years and older

Supplementary notes

Aware consumers: those who can correctly identify what AI means in the context of customer experience (CX) solutions. They have a more critical view of AI interactions, tend to express more skepticism, and generally show a preference for live human support over AI-powered solutions.

Unaware consumers: those who lack a specific understanding or awareness of AI in CX contexts.

Citation formats

Preferred communication channels for AI customer care interactions in the U.S. 2024

Published by
F. Watty,
Sep 2, 2024

A survey conducted in 2024 in the United States shows what are the consumers' channels preferences when dealing with AI-powered customer services care. As the number one choice from both consumers aware and unaware of AI, contacting support via phone is the best option, at ** and ** percent respectively. For the aware group, as second-best option, solving their issues online is better, at around ** percent, while for the unaware group, as second choice, comes SMS or texts, about ** ±è±ð°ù³¦±ð²Ô³Ù.Ìý

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