The Use of Chatbots for Customer Service is Increasing in 2024

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Akbar Ridwan 30/07/2025 17:20 WIB

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According to a Capgemini survey, consumer use of chatbots for customer service access increased in 2024, while use of phone, email, and social media channels decreased.

Global Consumer Channels for Accessing Customer Service (November-December 2024)

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Global Consumer Channels for Accessing Customer Service (November-December 2024)

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According to a Capgemini Research Institute survey, at the end of 2024, most global consumers still accessed customer service through phone and email channels.

However, the number of consumers using these conventional channels decreased, while the use of chatbots increased compared to 1-2 years ago.

These chatbots are virtual assistants based on artificial intelligence (AI) technology, capable of simulating human-like conversations.

Here's a breakdown of the channels used by global consumers to access customer service at the end of 2024:

Phone

Currently preferred channel: 60%

Preferred channel 1-2 years ago: 63%

Email

Currently preferred channel: 49%

Preferred channel 1-2 years ago: 52%

Chatbot/live chat

Currently preferred channel: 40%

Preferred channel 1-2 years ago: 32%

WhatsApp/messaging services

Currently preferred channel: 36%

Preferred channel 1-2 years ago: 27%

Self-service portal

Currently preferred channel: 32%

Preferred channel 1-2 years ago: 34%

Social media

Currently preferred channel: 31%

Preferred channel 1-2 years ago: 42%

In-store support

Currently preferred channel: 28%

Preferred channel 1-2 years ago: 26%

Online community forums

Currently preferred channel: 24%

Preferred channel 1-2 years ago: 24%

In response to these findings, the Capgemini Research Institute believes that future customer service will require a blend of human and virtual agents.

"Given the unique strengths of both human and virtual agents, the future of customer service functions will be a complementary combination, strengthened by Generative AI," Capgemini stated in its report.

Debora Mendola from Transcom also stated that while AI plays a crucial role in improving efficiency and service personalization, the human role remains essential.

"The human touch remains irreplaceable in building meaningful connections and understanding the nuanced needs of customers," Debora said in the Capgemini report.

Capgemini conducted this survey in November-December 2024, involving 9,500 consumers aged 18 and over from 13 countries in North America, Europe, Asia-Pacific, and Latin America.

Editor : Adi Ahdiat

"Disclosure: This is an AI-generated translation of the original article. We strive for accuracy, but please note that automated translations may contain errors or slight inconsistencies."

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