2025终端用户AI情绪洞察报告

米Fin11A 2025 STUDY Customerservice hasentereda newera One of the major concerns about adopting Alfor customer service is that it will negatively impactcustomer experience. Leaders worry that end-userswill be resistant to it,or that previous bad experiences with chatbots will turnthem off from engaging with your business. That's understandable. Earlier chatbots often trappedcustomers in endless loops with no resolution.But today's Al Agents are nothing like thoseold-school chatbots. Al Agents are highly intelligent and capable of engagingin human-like conversation, resolving questions quicklyand at scale, and seamlessly routing queries to humansupport agents when needed. Table ofcontents Positive sentiment toward Al Agentsincreased by +20 percentage pointsafter customers saw a demo ofmodern Al capabilities. INSIGHT 2 Trust in Al Agents' ability toeffectively resolve issues grewby +18 percentage points. INSIGHT3 Confidence that Al Agents will makeissue resolution easier jumpedby +27 percentage points. Many people simply don't realize just howfar customer service technology has evolved -but that doesn't mean they aren't readyfor Al-powered experiences. INSIGHT 4 Expectations that Al Agents willspeed up resolution times increasedby +25 percentage points. To confirm this, we surveyed 1,029 US-basedconsumers to find out how they feel about Al Agents,how much they do (or don't) trust them to resolvetheir issues, and what their expectations are. INSIGHT 5 Then, we showed them a demo video of what amodern Al Agent is actually capable of and askedthe same questions again to see if anything changed.Let's dig into what we uncovered. Expectations that Al Agentswill improve the overallcustomer experience roseby +14 percentage points. AI Agentsentimentsoars We started by measuring how end-users feelabout approaching customer service and interactingwith an Al Agent based on their previous experiencesand existing perceptions. Initially, only 40% felt positive about the experience,while a quarter of all end-users felt negative. After seeing what a modern Al Agent can do, positivesentiment increased by 20 percentage points, whilenegative sentiment decreased by 11 percentage points,shrinking to only 14%. Make the positivityaround Al Agentswork for you With positive sentimentrising, here are some tips toensure your Al agent hasproductive, positive interactionswith your customers. Strategically position Al atkey touchpoints Keep it personaland meaningful Preview the experiencebefore deployment Consider the entire customer journey to identify whereAl can provide the most value. Specifically, think abouthigh-impact, high-traffic moments where an Al Agentcan address friction points, prompt action, and providedecision-making information. Not only are Al Agents capable of engaging in human-like conversation that feels natural, they can also usebehind-the-scenes data, workflows, and routing toautomatically deliver personalized experiences thatwould otherwise be impossible to provide at scale. Starting small allows you to grow with confidenceTesting your Al Agent with a trusted group of feedbackproviders lets you preview the experience, get valuableinsights, and make data-driven improvements. Work in stages to ensure your Al Agent willdeliver a stellar customer experience: Use variables to personalize your Al Agent's messages,such as greeting your customers by first name or usingcustom attributes and events to send messages aboutspecific behaviors. For example your Al Agent can: Proactively message high-intent users on productpages to answer questions and encourage purchasesHelp new customers complete onboarding tasksthrough interactive, step-by-step guidance.Support existing customers by providing instantanswers to product questions.Enable customers to get real-time updates on orders,deliveries, or account status without waiting. Roll out your Al Agent to team members and internal1stakeholders for initial quality assurance. For a SaaS company, this might look like celebratinguser milestones:: "Ash, you've created your first project!Add team members to assign tasks >" 2Once you're satisfied, extend to specific customersegments, like users on a free plan. Monitor feedback, your Al Agent's responses, and key3metrics (like resolution rate) to continuously improve. An ecommerce company could use it to incentivizereviews: “How are your new running shoes, Kai? Leavea review for 10% off your next order" "We are 4 weeks into going live with ourAl Agent and we can't believe that ourCSAT rating is almost the same as ourhuman CSAT. Our customers are lovingthe accuracy and availability of answersWe are so excited to keep improving ourcustomer experience with Al" KAMILLA HAUGENSYSTEM SPECIALISTBROKER BY VISMA Seeing isbelieving Before seeing the Al Agent in action, only 39% of end-userstrusted Al Agents to effectively resolve their queries, while almostas many (35%) did not trust that their issues could be