Future customer service trends: the role of AI and changing consumer expectations

Research from Forbes has highlighted several trends and predictions regarding the future of customer service and the role of artificial intelligence (AI) in shaping business practices, particularly as we approach 2025.

One significant observation is the changing expectations among customers when it comes to service quality. According to annual customer experience (CX) research sponsored by RingCentral, customers are increasingly intolerant of poor service, willing to give an average of only 2.2 chances to a company before seeking alternatives. This indicates a shift in consumer behaviour, where even individuals who are generally satisfied with their experience may choose to leave a brand if the service is merely average. In fact, nearly 23% of customers are likely to seek a new provider, even when overall satisfaction is noted.

As the landscape of customer support evolves, the importance of phone communication is also under scrutiny. Although there has been a consistent increase in consumer preference for phone support—rising from 59% in 2021 to 70% in 2024—the trend is anticipated to shift as advancements in digital support options continue. The growth in AI-powered self-service solutions promises an improved digital support experience, which may lead to a decline in phone support as the initial line of customer assistance.

Another emerging trend is hyper-personalization. AI is set to enhance the ability of businesses to tailor experiences to individual customer preferences. By analysing data, including purchase history and usage patterns, companies will be better equipped to deliver customised recommendations, thereby increasing customer satisfaction and engagement during interactions with support staff.

The distinction between AI interactions and human conversations is also blurring. Progress in conversational AI technology means the differences between machine-generated responses and live human dialogue are becoming harder to detect—primarily marked by the speed of replies. This advancement raises interesting considerations about the future role of AI in customer interaction.

However, the integration of AI does not signal the obsolescence of human customer support roles. According to findings from the Forbes report, there is a consensus among executives from leading global brands that AI cannot solely facilitate exemplary customer experiences. Companies that transitioned solely to AI for customer support have reportedly experienced unsatisfactory outcomes and are reconsidering such strategies. The emphasis remains on the necessity of combining AI with human interaction to optimise the customer service experience.

As organisations prepare for 2025, the expectation persists that robust customer support will become increasingly critical. Businesses that fail to meet these heightened expectations may risk losing customers to competitors that offer superior experiences.

Source: Noah Wire Services