Research Report

AI vs Human

The Future of Customer Service in 2024

We surveyed 500+ customer service experts in the US, to understand:

  • Level of investments in AI
  • Tangible benefits of using AI in support
  • Ethical concerns around AI
  • Accuracy of AI in resolving customer issues
  • Future of AI in customer service
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AI or Human Customer Service?
Participate in Our Survey

Question goes here

    How is AI truly shaping customer support?

    44% of support experts say that
    AI is quite accurate at
    handling customer queries.

    To understand AI's impact on customer support, we've gone straight to the source:
    the professionals who use AI to interact with customers on a daily basis.

    Here’s what we found:

    Robo Face


    expect AI to work
    alongside humans


    have seen the benefits of
    AI in customer support


    believe AI is quite accurate
    in resolving querries


    are concerned about AI's
    autonomous decision-making

    Human Face
    Human Face

    Straight from the Experts


    Human first or digital/AI makes it nice to discuss and debate, but keep in mind what customers really want: fast and frictionless answers to their questions and issues.

    Shep Hyken

    Customer Service/CX Expert and
    New York Times Bestselling Author

    Customers of Hiver

    There is potential in AI to analyze data and provide personalized solutions. The power of AI is to deliver engaging and efficient interactions that extend your capabilities.

    Flavio Martins

    Customer Service and Customer
    Experience Expert

    Customers of Hiver
    Get the survey report