Consumers Warming to AI Customer Service Agents

Metrigy’s research found that consumer preferences hinge on a variety of factors, so there is no one-size-fits-all deployment strategy.

Consumers have used AI for years, starting with basic (but let’s face it, not-so-great) chatbots. As more sophisticated AI agents have entered the scene in recent years, consumer skepticism was understandable, based on past performance.

But that’s changing. Metrigy’s 2Q AI Consumer Experience Index, a research project in partnership with NiCE, shows a profound shift in consumer AI adoption—and more broadly, improvements in customer experience overall.

The index tracks 1,000 U.S. consumers and documents a healthy improvement in CX overall, with an increase from the first quarter baseline of 100 up to 104.6 in the second quarter. The index comprises eight sub-indexes, including two that focus on AI, with AI satisfaction posting the strongest gain (11.8%) of any metric, followed by trust in AI (7.6%).

Demographic differences drive diverging sentiments

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Author(s)

Robin Gareiss