60% of global consumers believe that advancements in AI make trust in retailers more important. This is according to Salesforce’s latest State of the AI Connected Customer study. Trust has always been an important in business, but with AI being normalised in the retail industry, its becoming even more important.
A poor customer experience can damage trust. The survey shows this with 43% of customers reporting they would not return to a retailer after a bad service experience. Also, 1/3 of customers will stop doing business with a brand if they face inconveniences, such as a complicated return process.
Gen Z and millennials are raising the bar for AI-driven service. Almost half of these groups believe AI will really improve their interactions with brands. With AI becoming a larger part of retail, the expectations of these younger consumers will likely influence how retailers go about customer service.
How Do AI Agents Improve Customer Interactions?
AI agents are more and more becoming a tool for faster customer service. 37% of Gen Z and millennials are open to working with AI agents, preferring speed and efficiency over human interaction. More customers, around 30%, would also use AI agents to get faster service. “AI agents can help brands deliver consistent, personalised experiences for shoppers across every channel – deepening customer loyalty and ultimately driving more sales,” shared Michael Affronti, SVP and general manager of Commerce Cloud, Salesforce.
AI agents, such as those used by OpenTable, are now handling routine tasks like reservation changes. This allows human employees to focus on more complex customer issues. By tackling everyday tasks, AI agents are improving efficiency and customer satisfaction, ensuring a smoother service overall.
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Consumers are willing to share personal data with AI agents to better their experience. About 1/4 of all surveyed customers, and 1/3 of Gen Z and millennials, said they would provide information to help AI better anticipate their needs. This trend shows that people are becoming more comfortable with AI, as long as they see a benefit in return.
“AI agents, like those powered by Agentforce, are already becoming an essential part of how we work, communicate, and solve real-world problems,” said Adam Evans, SVP Product, Salesforce AI Platform.
What Are The Benefits Of AI In Customer Service?
AI is really changing everyday interactions by making processes smoother. Salesforce’s Agentforce allows businesses to build AI agents that handle routine tasks, helping customers avoid issues like long wait times or frequent transfers between departments. These agents are set to become the main point of contact for many consumers, making interactions with brands more streamlined.
AI agents are useful for automating processes as well as creating a better overall customer experience. They give consistent and fast responses, which many customers now expect from brands. By reducing frustration, AI agents can help retain customer loyalty and improve service delivery.
For companies like OpenTable, AI agents are proving their worth by handling time-consuming tasks, such as loyalty point redemptions, giving staff more time to focus on customer satisfaction. This approach is becoming increasingly common across industries, showing the practical benefits of integrating AI into business operations.
