Question
Do customers like talking to AI?
Honestly, many don't, at least not the way most companies use it. Here's what they object to, and how to get it right.
Quick answer
Many customers are wary. In a 2024 Gartner survey, 64% said they'd prefer companies didn't use AI for customer service, mostly because they feared it would get harder to reach a person. Customers accept AI when it answers simple questions fast and a human stays easy to reach. Use it for routine questions, say it's AI, and keep your staff visible.
What the research says
Gartner surveyed 5,728 customers in December 2023 and published the results in 2024. The headline: 64% would prefer companies didn't use AI for customer service, and 53% would consider switching to a competitor if they found out a company was going to.
The reasons matter more than the headline. Customers' top concerns were:
| Concern | Share of customers |
|---|---|
| It will get harder to reach a person | 60% |
| AI will replace people's jobs | 46% |
| AI will give wrong answers | 42% |
| Their data will be less secure | 34% |
| AI bias will treat customers unequally | 25% |
Most of these are about how AI is used, not about AI itself. People hate being trapped in a phone menu or a chat window with no way out.
Why in person is different
An AI receptionist on your counter can't trap anyone. Your staff are a few steps away, and customers can choose: ask the screen and get an answer now, or wait for a person. That changes the experience from "they replaced the staff with a robot" to "I didn't have to wait".
How to make customers comfortable
- Say it's AI. In the greeting and on a small sign.
- Keep it optional. Nobody should have to use it to get help.
- Keep answers short. Kioskly AI answers in a sentence or two and shows the words on screen.
- Hand off the sensitive stuff. Allergies, health, bookings and complaints should go to a person, and Kioskly AI does this automatically.
- Don't ask for personal details. Nobody wants to say their name or card number out loud to a screen.
- Watch how people use it. The questions it couldn't answer tell you what customers really want to know.
Frequently asked questions
Should I tell customers they're talking to AI?
Yes. A sign or a greeting that says it's an AI assistant sets the right expectations, and in some places it's becoming a legal requirement. People mind being misled far more than they mind the AI.
What about older customers?
Speaking is easier than typing on a screen for many people, which helps. But some customers will always prefer a person, so make sure they never have to use the assistant to get help.
Sources & further reading