Sign up to see the future, today
Can’t-miss innovations from the bleeding edge of science and tech
There’s something grating about finding out that the customer service representative on the other end of the line is an AI agent, not an actual human.
If it hasn’t happened to you, it’s certainly happened to someone you know. Industries leaders warn that AI could wipe out entire categories of human jobs — and customer service agents have frequently topped the list, indicating there’s plenty more frustration still to come.
According to a new “Consumer Patience Index” poll by customer service AI agent company Parloa — more on that in a minute — more than half of Americans admitted to actively trying to circumvent a chatbot, with 43.9 percent of those resorting to yelling “human” or “person” when trying to get off the line with an AI agent on the phone. Meanwhile, 17 percent went as far as to “resort to profanity to break free.”
The company commissioned a study of 1,001 US adults to gauge their brand loyalty in relation to the customer experience, and found that being forced to talk to an AI agent could easily have them jump ship to a competing service. More than half of respondents said they were only willing to give an automated system three minutes before walking away.
“When four out of every five consumers say service directly impacts their brand loyalty, that should sound alarms for experience strategists — especially those tasked with revenue goals,” said Parloa chief marketing officer Latané Conant in a press release.
When asked to rank their top customer service pain points, “talking to a bot that doesn’t understand me” shot to the top of the list for 25.9 percent of respondents. That’s even higher than “long hold times” or “being transferred multiple times,” which 22.8 and 13.4 percent of participants listed as the most frustrating, respectively.
The findings are striking considering that Parloa is itself building agentic AI solutions for customer service. Some 85 percent of respondents said they were very or somewhat likely to embrace an automated system that resolves their issue nine times out of ten — but given how far we are from such a reality, Parloa has its work cut out to keep its clients’ customers happy.
Zooming out, the poll also highlight a massive and growing AI backlash. According to a recent Pew Research poll, for instance, only 16 percent of respondents said they believed AI will have a positive impact on society.
And our willingness to deal with AI in a customer service context is seemingly at an all-time low. Parloa found that just 13.6 percent of respondents said they trusted an AI to handle complex service requests today. A whopping 30.4 percent said they had no trust at all.
“Ultimately, what consumers are signaling is utter exhaustion,” said Conant. “They’re rejecting systems that don’t listen, don’t adapt and don’t resolve problems when it matters, and these reactions are escalating impatience.”
“Plain and simple: they’re fed up,” she added.
More on AI and customer service: Ordinary People Are Absolutely Repulsed by AI-Powered Customer Service
