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AI and the Empathy Gap: Striking the right balance for human-first customer experience


While brands tout AI-driven efficiency gains in customer experience (CX), a gap remains between internal success metrics and the often underwhelming service customers encounter. Verizon’s CX Annual Insights Report finds that the future of CX lies not in replacing humans with AI, but in integrating AI to strengthen human connections and address core customer frustrations.

Based on a survey of 5,000 consumers and 500 senior executives across seven countries, the study highlights a critical disconnect:

  • Human Touch Still Wins: 88% of consumers are satisfied with interactions handled mostly or entirely by human agents, compared to just 60% for AI-led interactions—underscoring that efficiency alone can’t replace empathy and trust.

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  • Frustration at the Human Hand-Off: The top irritation—cited by 47% of consumers—is the inability to speak to a live agent when needed. Nearly half of executives acknowledge this as the biggest complaint about AI-enabled interactions ...


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