AI and the Empathy Gap: Finding the Balance between AI and Human First Customer Experience

Core Insights - The future of customer experience (CX) is not solely about AI implementation but about strategically integrating AI to enhance human connections and address customer frustrations [1][2] - A significant gap exists between the internal benefits of AI for brands and the actual service experiences of consumers [1][2] Survey Findings - The report is based on a survey of 5,000 consumers and 500 senior executives across seven countries, highlighting a critical disconnect in CX perceptions [2][4] - 88% of consumers are satisfied with interactions handled by human agents, while only 60% feel the same about AI-driven interactions [6] - Nearly half of consumers (47%) cite the inability to speak with a live agent as their top frustration with automated interactions [6] Personalization and Privacy - Despite personalization being a key use case for AI, 30% of consumers feel it has worsened their experience, while only 26% believe it has improved it [6] - 65% of executives acknowledge that data privacy regulations limit their ability to utilize AI for personalization, contributing to a decline in consumer trust [6] Real-World Applications - Companies like Exelon demonstrate successful AI integration by using predictive analytics to proactively assist customers, enhancing appreciation and proving AI's potential in solving real-world issues [7] - AI is being utilized to support human agents rather than replace them, with Exelon piloting generative AI to improve call handling efficiency [7] Company Overview - Verizon generated revenues of $134.8 billion in 2024 and serves nearly all Fortune 500 companies, focusing on mobility, reliable connectivity, and security [5]