Handling resistance from customers who prefer human interaction

Find out more about the remarkable opportunities and notable challenges AI presents for companies

AI in customer service has evolved significantly, with technologies such as chatbots, virtual assistants and AI-driven analytics being widely adopted to streamline operations, enhance customer experiences and reduce costs.

However, the integration of AI presents both remarkable opportunities and notable challenges for companies – not least around customer acceptance of the technologies.

As confirmed by CX Network’s research into the Global State of CX, customer concerns include advanced AI algorithms analyzing data to deliver highly personalized experiences, and whether the sensitive customer data used by AI systems is sufficiently protected.

Featuring Noha Mokhtar, VP and regional head of customer service, MENA for DHL Express; Michael Nevski, director of global insights for Visa; and Dr Tom DeWitt, director of CXM at Michigan State University, this panel session from All Access: Future of CX 2024, tackles the current state of customer service, potential opportunities in AI and the challenges companies face in implementation.

Find out more about All Access: Future of CX 2024 in this article from event producer, Rhiannon Chandler-Day.