Many organizations are planning to use Artificial Intelligence (AI) tools to automate and optimize interactions with customers. However, while this can help organizations become more efficient and productive, many customers are concerned about the effect it will have on their experiences. 

As part of our 2023 global consumer study1, we asked respondents which problems they would be most concerned about if organizations use AI to automate customer interactions. We found that nearly half of consumers (48%) are worried about the ability to connect with a human. About 45% also cited loss of jobs for employees, poor quality of the interactions, and misuse of personal data as a concern. Use these insights to understand the hesitations you may need to address when plugging AI into customer interactions. 

For more details on consumers and employee comfort with AI and how they differ across countries, check out the full snapshot, Global Study: Consumer and Employee Attitudes Toward AI.

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  1. This global consumer study surveyed 28,400 consumers across 26 countries/regions: Argentina, Australia, Brazil, Canada, China, Colombia, Finland, France, Germany, Hong Kong (China), India, Indonesia, Italy, Japan, Mexico, the Netherlands, New Zealand, the Philippines, Singapore, South Korea, Spain, Sweden, Thailand, the United Arab Emirates, the United Kingdom, and the United States. XM Institute surveyed approximately 1,200 consumers from each of the countries except those listed below. To ensure that the data was reflective of the population within those countries, we set quotas for responses to match the gender, age, and income demographics of each country. The following countries’ sample sizes are as follows: Hong Kong: 400. Finland & New Zealand: 600. Singapore and the UAE: 800.