BBB Study: Consumers Still Want a Real Person Behind AI Customer Service

Study Reveals Growing Frustration with AI Customer Service

By-Hank Stolz

Photo-submitted

Worcester, MA-BBB of Central New England CEO Lisa Swanson stops by the Talk of the Commonwealth on Radio Worcester to discuss a new study released by the BBB about AI customer service. Lisa explained how the BBB wanted to understand how consumers are responding as more businesses adopt this technology. She said the BBB reviewed more than 100,000 complaints, reviews, and scam reports mentioning AI or automation over the past three years and that the biggest takeaway was that more than 90% of customer reviews that mentioned AI described a negative experience. Swanson said “AI isn’t necessarily the problem—but people become frustrated when technology gets in the way of getting help.”

• Make it easy to reach a real person.
• Escalate more complicated issues.
• Listen to customer feedback and adjust if something isn’t working.