Vonage Survey Reveals Increased Acceptance of AI in Customer Support, with Nearly Two Thirds of Consumers Admitting More Efficient Interactions | PR Newswire [Video]

U.S.-based Research by Vonage explores consumer sentiment around AI for customer support, highlighting perceived benefits and lingering concerns

, /PRNewswire/ — Improved efficiency and personalized support experiences are driving increased consumer acceptance and satisfaction of AI in customer service interactions, according to a new regional survey by Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ:ERIC).

These findings demonstrate consumers have grown exceptionally more receptive to the use of AI in customer support.

Seventy percent (70%) of respondents believe that AI has improved self-service customer support, and nearly two thirds (60%) agree AI has made interactions with brands more efficient. More than half (51%) are comfortable with AI personalizing support experiences based on previous text or chat inputs. Brands that leverage AI have significant opportunities to build customer loyalty, as half of consumers (50%) believe AI has made live agent …