The Decagon study by The Harris Poll reveals varied customer support ratings across industries. Finance (63%) and travel and hospitality (60%) received the highest ratings for customer service, while technology (52%) and media and telecom (48%) lagged behind. Retail averaged around 55%. Interestingly, age influences perceptions: 59% of consumers aged 18-44 rated finance customer service positively, compared to 66% of those 45 and older. Regarding AI support, 64% of younger consumers trust AI more than before, versus 43% of older users. Younger respondents also believe AI demonstrates emotional intelligence (55% vs. 28%). When asked about AI chatbots, 55% of younger individuals feel more comfortable sharing personal information compared to 24% of older consumers. Key factors for successful AI customer support included knowledge and accuracy (40%) and 24/7 availability (16%). This study underscores the importance of customer service quality and the growing acceptance of AI in enhancing the customer experience.
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