Most Australians say AI customer service is getting worse

Summarised from 2 outlets · Updated 18 Oct, 18:01 · Archive

More than half of Australians believe AI is making customer service worse, according to a survey by consumer group Choice.

A survey of more than 1,000 people by consumer group Choice found that just over half of respondents thought artificial intelligence had made their customer service experiences worse. Fewer than one in ten people found AI made products and services better overall.

Just under half of those surveyed thought the increasing use of AI was making scams worse. Choice senior campaigns and policy advisor Jordan Cornelius warned that AI could result in consumers losing power through individualised pricing, dark patterns and poor service. She said AI in the hands of scammers had been used to generate deepfake videos, synthetic voice clones and scam advertisements to steal money.

Seventy per cent of respondents said businesses should not be trusted to use AI as they thought best. Choice called for consumer protections including a ban on businesses using personal information to set individualised prices for customers, and boosting privacy measures. The federal government is seeking to introduce standards for AI companies in Australia.

How it is being reported

• AI customer service giving consumers an error messageA majority of Australians don't believe artificial intelligence is making things better for customers, despite more businesses using the technology.Perth Now · 18 Oct, 17:33
• AI customer service giving consumers an error messageA majority of Australians don't believe artificial intelligence is making things better for customers, despite more businesses using the technology.The West Australian · 18 Oct, 17:33

In this story: Choice · Australia · Jordan Cornelius

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