澳大利亚人和新西兰人不信任客户服务中的AI,更喜欢人,并由于隐私问题削减开支。 Australians and New Zealanders distrust AI in customer service, prefer humans, and are cutting spending due to privacy concerns.

澳大利亚人和新西兰人在客户服务方面对AI越来越持怀疑态度,对公司负责任的使用信任度低(澳大利亚为23%,新西兰为18%),低于全球平均水平。 Australians and New Zealanders are increasingly skeptical of AI in customer service, with low trust in companies’ responsible use—23% in Australia and 18% in New Zealand—below the global average. 这两个国家的多数偏爱人际互动,其中51%在澳大利亚,50%在新西兰,赞成面对面或电话接触。 A majority in both countries prefer human interaction, with 51% in Australia and 50% in New Zealand favoring in-person or phone contact. 糟糕的AI经验导致支出削减, 41%的澳大利亚人和 45%的新西兰人减少购买. Poor AI experiences are driving spending cuts, with 41% of Australians and 45% of New Zealanders reducing purchases. 对隐私和数据滥用的关切十分普遍,许多消费者在良好或不良互动之后保持沉默,限制了反馈。 Concerns over privacy and data misuse are widespread, and many consumers remain silent after good or bad interactions, limiting feedback. 专家们敦促企业使用人工智能来增强,而不是取代,通过改善代理工具和透明度来增强人类服务,强调卓越的客户体验 - - 不仅仅是低价 - - 能建立长期的忠诚度. Experts urge companies to use AI to enhance, not replace, human service by improving agent tools and transparency, emphasizing that exceptional customer experiences—not just low prices—build long-term loyalty.