Consumer Behavior

Gen Z loves AI-powered service but still sees need for human interaction

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November 22, 2024

Over half, 60%, of Gen Z consumers love the speed and convenience of AI-powered customer service but still wants human interaction when it comes to handling complex issues.

That's a prime finding of a Five9 survey that polled 1,000 Gen Z consumers and tracked customer experience interactions for a group of those polled.

The study revealed 46% of Gen Z view AI as ideal for simple fixes and just 1% more see it as a fit for answering generic questions, according to a press release on the findings.

For Gen Z consumers, a seamless and positive customer service experience is essential to building brand loyalty, according to the data.

When interacting with brands, less than 40% of Gen Z respondents could not distinguish between AI and human interactions in chatbots, text or email.

"Gen Z are natural 'prompt engineers'," Niki Hall, chief marketing officer, Five9, said in the release. "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."