The majority (64%) of consumers oppose the use of artificial intelligence (AI) technologies by companies in support services, wrote on Tuesday The Register, citing survey data from research company Gartner.
In addition, 60% of respondents believe that AI technology will make it even more difficult to contact a human (via customer service), 42% of respondents fear that AI will give out wrong answers.
Also, the majority of respondents (53%) would think about leaving for competitors if they found out that the companies whose services they use have used AI in the support service.
Note in this connection that IT companies are actively laying off employees all over the world. For example, Google shortens hundreds of jobs and transfers them from the US to India and Mexico. The British telecommunications company British Telecom has promised to lay off 55,000 employees, including support service specialists, in 2023, explaining the decision by “digitalization and automation of processes.”