Vonage Survey Reveals Increased Acceptance of AI in Customer Support, with Nearly Two Thirds of Consumers Admitting More Efficient Interactions
Vonage's recent U.S. survey reveals growing consumer acceptance of AI in customer support, with 70% believing AI has improved self-service support and 60% noting more efficient brand interactions. The study shows consumers are most comfortable with AI through website chat (87%) and mobile apps (72%), while only 33% feel at ease with AI voice interactions.
While 91% of consumers expect transparency about AI usage, 54% say it doesn't negatively impact brand trust. Industry comfort levels vary significantly, with gaming (80%) and retail (75%) showing strong acceptance, while banking (25%) and healthcare (18%) face more skepticism. Notably, 85% still consider easy access to human agents very important.
Un recente sondaggio di Vonage negli Stati Uniti rivela una crescente accettazione dei consumatori nei confronti dell'IA nel supporto clienti, con il 70% che crede che l'IA abbia migliorato il supporto self-service e il 60% che nota interazioni con i brand pi霉 efficienti. Lo studio mostra che i consumatori si sentono pi霉 a loro agio con l'IA tramite chat sul sito web (87%) e app mobili (72%), mentre solo il 33% si sente a proprio agio con le interazioni vocali basate su IA.
Il 91% dei consumatori si aspetta trasparenza sull'uso dell'IA, ma il 54% afferma che ci貌 non influisce negativamente sulla fiducia nel marchio. I livelli di comfort variano significativamente tra i settori, con il gaming (80%) e il retail (75%) che mostrano una forte accettazione, mentre il settore bancario (25%) e quello sanitario (18%) affrontano pi霉 scetticismo. 脠 interessante notare che l'85% considera ancora molto importante avere un facile accesso a operatori umani.
Una reciente encuesta de Vonage en EE.UU. revela una creciente aceptaci贸n de los consumidores sobre la IA en el soporte al cliente, con un 70% creyendo que la IA ha mejorado el soporte de autoservicio y un 60% se帽alando interacciones de marca m谩s eficientes. El estudio muestra que los consumidores se sienten m谩s c贸modos con la IA a trav茅s de chats en la web (87%) y aplicaciones m贸viles (72%), mientras que solo el 33% se siente a gusto con las interacciones de voz con IA.
Mientras que el 91% de los consumidores espera transparencia sobre el uso de la IA, el 54% dice que no afecta negativamente la confianza en la marca. Los niveles de comodidad en la industria var铆an significativamente, con el gaming (80%) y el retail (75%) mostrando una fuerte aceptaci贸n, mientras que la banca (25%) y la salud (18%) enfrentan m谩s escepticismo. Notablemente, el 85% a煤n considera muy importante el f谩cil acceso a agentes humanos.
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Une r茅cente enqu锚te de Vonage aux 脡tats-Unis r茅v猫le une acceptation croissante de l'IA par les consommateurs dans le support client猫le, 70 % d'entre eux consid茅rant que l'IA a am茅lior茅 le support en libre-service et 60 % notant des interactions de marque plus efficaces. L'茅tude montre que les consommateurs se sentent le plus 脿 l'aise avec l'IA via le chat sur le site web (87 %) et les applications mobiles (72 %), tandis que seulement 33 % se sentent 脿 l'aise avec les interactions vocales bas茅es sur l'IA.
Alors que 91 % des consommateurs s'attendent 脿 de la transparence sur l'utilisation de l'IA, 54 % affirment que cela n'impacte pas n茅gativement leur confiance dans la marque. Les niveaux de confort dans l'industrie varient consid茅rablement, le secteur du jeu (80 %) et le commerce de d茅tail (75 %) montrant une forte acceptation, tandis que la banque (25 %) et la sant茅 (18 %) font face 脿 davantage de scepticisme. Notamment, 85 % consid猫rent encore qu'un acc猫s facile aux agents humains est tr猫s important.
Eine aktuelle Umfrage von Vonage in den USA zeigt eine wachsende Akzeptanz von KI im Kundenservice, wobei 70% glauben, dass KI den Self-Service verbessert hat und 60% auf effizientere Markeninteraktionen hinweisen. Die Studie zeigt, dass Verbraucher am vertrautesten mit KI durch Website-Chat (87%) und mobile Apps (72%) sind, w盲hrend nur 33% sich bei KI-Voice-Interaktionen wohl f眉hlen.
W盲hrend 91% der Verbraucher Transparenz 眉ber den Einsatz von KI erwarten, sagen 54%, dass dies das Vertrauen in die Marke nicht negativ beeinflusst. Die Komfortniveaus in der Branche variieren erheblich, mit Gaming (80%) und Einzelhandel (75%), die eine starke Akzeptanz zeigen, w盲hrend Banken (25%) und Gesundheitswesen (18%) mehr Skepsis erleben. Bemerkenswert ist, dass 85% den einfachen Zugang zu menschlichen Mitarbeitern nach wie vor f眉r sehr wichtig halten.
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Seventy percent (
Still, the availability of live agent support remains critical, as
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"These findings demonstrate consumers have grown exceptionally more receptive to the use of AI in customer support. The technology is revolutionizing the way businesses engage with their customers by creating more efficient and personalized interactions that align with the rapidly evolving expectations of today's consumer," said Joy Corso, Chief Marketing Officer at Vonage. "The key for brand success lies in the ability to harness the power of AI without losing the all important human touch. Businesses that master this delicate balance will be well-positioned to stand out among competitors and drive stronger customer relationships and long-term loyalty."
Additional survey findings also revealed:
- In self-service scenarios, more than half (
59% ) of consumers prefer using AI-powered intelligent agents (chatbots) over voice virtual assistant/agents (voicebots) (11% ). Almost a third (30% ) say their preference depends on the industry or type of request being made. - Consumer comfort with AI in self-service support varies by industry, with gaming (
80% ) and retail (75% ) showing strong comfort, while banking (25% ) and healthcare (18% ) are met with more hesitation.
Vonage will release its Global Customer Engagement Report 2025 in January. This 13th annual edition will take a more extensive look at AI, customer acceptance, and other areas 鈥� with insights from 17 global markets.
To learn more about how Vonage helps businesses use AI to enhance customer support across a broad range of communication channels, visit .
The survey findings are based on a Pollfish survey conducted in September 2024 and included responses from 1,000
About Vonage
, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage's fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely - providing the flexibility required to create meaningful engagements.
Vonage is headquartered in
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