10+ AI Customer Service Statistics and Data in 2024

AI is changing the game in customer service, making interactions smoother and more tailored. 

But just how much of a difference is it making for businesses today?

With that in mind, we’ll dive into some key AI customer service statistics to show you its real impact.🤖💡

AI Customer Service Statistics: Key Numbers

• AI will power 95% of customer interactions by 2025.
• 40% of businesses use AI to engage with customers.
• AI can reduce customer service costs by up to 30%.
• AI increased customer service agent productivity by 14%, study finds.
• Companies using AI capabilities achieve 3.5 times greater increase in customer satisfaction rates.
• More than 59% of consumers rated their interactions with AI customer support as at least an 8 out of 10.
• 80% of customers who interact with an AI chatbot have a positive experience.
• Over 60% of customer service professionals said AI helped them save time
• 27% of global consumers say AI can deliver the same or better service than humans.
• 73% of shoppers believe AI can positively impact the customer experience.

Sources: (It Pro, Hiver Hq, Venture Beat, Hr Dive, Tech Crunch, Zen Desk, Search Engine Journal, Pipeline, Semrush, Business Wire.)

Top Benefits of AI in Customer Service Statistics

AI is transforming customer service by being available 24/7, automating tasks, and boosting efficiency. Check out these key stats showing how AI is making a big impact:

• 36% of business professionals believe AI tools make customer service available 24/7.
• 31% of business professionals say AI tools save time and automate manual tasks.
• 30% of businesses say AI tools speed up customer support and reduce handling time. 
• 28% of business professionals find that AI tools handle smaller tasks, allowing them to spend more time solving complex customer service requests.
• 25% of business professionals believe that AI tools help them respond to customer service requests more effectively.
• 59% of respondents like AI in customer service for saving time or working faster.
• 54% appreciate AI making their work easier to do.
• 38% say AI helps reduce mistakes.
• 33% report that AI improves customer satisfaction.
• 28% find AI lowers operating costs.
• 21% say AI helps build personalized experiences for customers.

Source: HubSpot blog research, The State of AI 2023 Report, State of AI in Customer Service 2022 by Dialpad

Top Challenges of AI in Customer Service Statistics

AI in customer service has some major challenges, like keeping it personal and dealing with integration issues. Here’s a look at what businesses are up against:

• 45% of businesses find maintaining a personalized experience the biggest challenge in using AI for customer service.
• 40% of businesses report that AI tools sometimes produce inaccurate information.
• 32% of businesses struggle with integrating AI tools with existing data systems.

Source: HubSpot blog research, The State of AI 2023 Report

Top AI Tools in Customer Service Statistics

AI tools are changing the game in customer service with chatbots, generative AI, and feedback analysis. Here’s a breakdown of the top tools businesses are using:

• 41% use chatbots for responding to service requests. 
• 41% utilize generative AI tools for drafting responses. 
• 37% employ tools for collecting and analyzing customer feedback. 
• 38% use AI for routing service requests to the appropriate agents. 
• 37% implement AI to prioritize requests by urgency.

Source: HubSpot

AI Adoption in Customer Service Across Industries

AI adoption in customer service varies significantly across industries, reflecting unique needs and challenges.Here’s a quick look at how each sector is adopting AI:

• 60% of customer service teams in energy, resources, and industrials use AI. 
• 50% of retail and FMCG customer service teams use artificial intelligence.
• 50% of public sector, education, and health care teams use AI in customer service. 
• 47% of transportation and logistics customer service teams use AI.
• The financial services industry uses AI in customer service at 43%.
• 39% of customer service teams in telecommunications and media use AI. 
• 32% of professional services and technology customer service teams use AI.
• 30% of automotive industry customer service teams use AI.

Source: Statista