Sixty percent of Gen Z craves the speed and convenience of AI-powered customer service, but still prefer human interaction for complex issues.
That’s according to a survey conducted by CX specialist Five9, which says the paradox highlights the need for businesses to strike a balance between AI-powered solutions and the human touch to meet the evolving expectations of this tech-savvy generation.
This desire for efficiency and ease extends beyond just the technology itself. For Gen Z consumers, a seamless and positive customer service experience is essential to building brand loyalty.
Five9 conducted a survey of 1,000 Gen Z consumers and tracked customer experience interactions for a select group of these young shoppers. The study found that Gen Z is particularly open to AI for quicker resolutions, with 46% considering it ideal for simple fixes and 47% for generic questions.
While nearly 60% of Gen Z appreciate AI’s faster response times over human interactions (40%) and its unmatched convenience (19%), 15% said they enjoy the personalized experience it can offer.
Surprisingly, when interacting with brands, less than 40% of Gen Z respondents could not distinguish between AI and human interactions in chatbots, text, or email. This data underscores AI’s growing role in streamlining customer service for a generation that expects quick, efficient solutions.
“Gen Z are natural ‘prompt engineers’,” says Niki Hall, Chief Marketing Officer, Five9. “They know how to interact with AI to get the information they need, but they’re also keenly aware of its limitations. When it comes to complex issues or sensitive information, they still crave the empathy and problem-solving abilities of a human customer service representative. AI presents a powerful opportunity for brands to enhance customer service, but strategic implementation is key to achieving maximum impact and ROI.”
Despite their desire for AI-driven customer experiences, nearly 65% of Gen Z consumers still prioritize human customer service for complex issues, finding AI-powered solutions not as trustworthy (47%) and reliable (36%). Human support is preferred for specific scenarios, such as billing (86%), high-value purchases (88%), and returns (77%), emphasizing the importance of empathy and problem-solving in these areas.
Photo by Wesley Tingey on Unsplash
