BBB study finds consumers frustrated with AI-powered customer service - KBSI FOX23 News Cape Girardeau News

BBB study finds consumers frustrated with AI-powered customer service - KBSI FOX23 News Cape Girardeau News

CAPE GIRARDEAU, Mo., (KBSI) — A new study from the Better Business Bureau found most consumers who mention artificial intelligence in business reviews report negative experiences, with many saying they struggle to resolve issues through automated customer service. According to the BBB’s International Investigations Initiative, more than 90% of nearly 20,000 business reviews mentioning AI since 2023 expressed negative sentiment. The organization …

Consumers still prefer humans over AI, Better Business Bureau says

CALGARY — Businesses are increasingly using artificial intelligence to support customer service, but a new report from the Better Business Bureau suggests many consumers remain unconvinced by the technology. The BBB says it has received more than 100,000 complaints, reviews and Scam Tracker reports mentioning artificial intelligence or automation over the past three years. According to the report, consumers frequently described feeling frustrate…