AI: The Double-Edged Sword in Indian Customer Service

Despite the integration of AI agents in customer service, Indian consumers still spent over 15 billion hours in 2022 waiting to lodge complaints. The ServiceNow report highlights the gap between service expectations and delivery, emphasizing the impact on brand loyalty and the potential for AI-driven improvements.

AI systems have become integral to customer service, yet they have not notably reduced waiting times, as demonstrated by a report indicating Indian consumers endured over 15 billion hours on hold last year.

The ServiceNow Customer Experience report explored the gap between consumer expectations and actual service delivery, based on a survey of 5,000 Indian consumers and 204 customer service agents. Despite 80% of consumers relying on AI chatbots for essential services, significant time on hold remains a challenge.

The report notes some improvement, with Indians spending 3.2 hours less in queues compared to the previous year. However, the gap persists due to siloed systems and limited customer journey visibility. The findings highlight a growing intolerance for inefficient service, with 89% of consumers ready to switch brands, urging businesses to embrace AI-driven efficiency to retain loyalty and boost satisfaction.

(With inputs from agencies.)