The number one benefit of AI in the eyes of consumers is resolving issues faster (selected by 41%) followed by not having to repeat themselves (36%). In the US, 30% of individuals who acknowledge AI’s advantages tend to spend more with brands that offer excellent service, with 44% remaining loyal.
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GLONICE released “NICE International Happiness Index 2024” report to see how AI amplifies the human touch to increase customer happiness and loyalty. The survey overed over 4,000 people from across the US and the UK about their customer service experiences, and how happy—or not—these made them feel.
What makes us happy? Extraordinary experiences. But, even small moments of human connection make customers happy—97% of people feel happy after receiving an act of friendly service, big or small.
Key findings:
- Only 36% of those we surveyed are currently happy with the state of customer service.
- 91% of consumers reporting friendly service makes them happier.
- The majority of consumers (67%) are just as happy when receiving friendly interactions as they are freebies or discounts.
- Nine out of 10 people (91%) are willing to pay more for a customer experience that leaves them feeling happier.
- Just over half (52%) are more likely to consider brands they’ve had a good experience with again.
- On average, consumers are willing to pay 49% more in the US and 43% more in the UK for customer service that leaves them feeling happier
- 78% of people think using digitization and AI in customer service can make them happier.
- The number one benefit of AI in the eyes of consumers is resolving issues faster (selected by 41%) followed by not having to repeat themselves (36%).
- In the US, 30% of individuals who acknowledge AI’s advantages tend to spend more with brands that offer excellent service, with 44% remaining loyal.
Read report on https://www.nice.com/
Source: NICE
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