The news: Gen Zers are OK with companies using AI for customer service but still want transparency.

Nearly half (49%) of UK consumers between the ages of 18 and 35 are comfortable with AI-generated communication with companies, per Quadient.

Over third-quarters (81%) of UK consumers think AI use in customer service should be disclosed.

Generational divide: Comfort with AI doesn’t equal confidence or respect across age groups.

• Only 23% of UK adults over 55 are comfortable with AI-generated customer service, and 53% think AI communicates worse than humans.
• 53% of all UK consumers believe a company’s use of AI in the customer experience shows a lack of care for users.

Need for speed: 71% of consumers in the US, the UK, and Canada said short wait times make them feel the most respected by a company, per Five9, though some worry it signals a lack of interest in customer satisfaction.

• Over half (59%) would rather use a chatbot for customer service if it provides answers faster than a human agent.
• 30% of UK consumers over 55 said AI allows for quicker customer service, per Quadient, compared with almost half (47%) of adults between the ages of 18 and 34.

Sensitive situations: Comfort with AI in healthcare and insurance contexts is much lower.

• 45% of UK respondents would feel angry or uncomfortable with AI-generated medical results, and 29% would disapprove of AI-generated medical appointment letters.
• One-third (34%) would be disgusted by or angry about AI-generated insurance claim responses.

Our take: Consumers see value in AI but remain apprehensive about its quality and security. Transparency and careful development of customer service chatbots could help build trust and ensure that responses are truly helpful.

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