Your customers aren’t a monolith, nor should your customer experience be. 

Our recent study of 4,500 desk workers revealed that your customers’ relationship with AI affects what they expect from your AI-powered customer service. We uncovered three personas, and they all want different things from AI: 

Daily AI users (Adopters): Recognize AI’s benefits, so expect more

• 6X more likely than Traditionalists to agree that businesses using AI care more about their customer experiences

Weekly/monthly users (Dabblers): On the fence and easy to lose

• 70% wish AI could help without needing a human

Rare/never users (Traditionalists): Skeptical yet still demand excellence

• 3X more likely to avoid using AI-powered service (find out what channels they prefer instead)

We break down exactly what each group wants and how to design experiences that work for all three. Check out the data: https://front.com/blog/state-of-service-expectations-ai-comfort-gap