UK Trails Europe on AI Adoption

November 28, 20194min

The UK is trailing behind Europe in customer service as brands race to adopt AI technologies to transform how they engage with customers, according to new research.

Customer engagement software firm Freshworks found that just over half (54 percent) of UK senior decision makers state their business currently  uses AI – in areas such as chatbots, virtual assistants, Natural Language Processing (NLP), and facial recognition – for customer service departments, compared to 97 percent in the Netherlands, 86 percent in France, and 81 percent in Germany.

The company’s report, The Good, The Bot and The Customer Experience, shows that AI investment reached a record $1bn (£803.9m) in the first six months of 2019 according to Tech Nation, making the UK the third biggest AI market in the world behind the US and China.

However, this investment does not yet seem to be far-reaching for UK customer service. The Freshworks study, which surveyed over 800 senior decision makers in customer service departments, found that only 20 percent of UK businesses have invested more than £250,000 in AI for customer services in the last 12 months, compared to nearly half (46 percent) of German companies, 41 percent of French firms, and 35 percent of Dutch organisations.

Across all territories, chatbots (37 percent), NLP (34 percent) and Robotic Process Automation (31 percent) were the most popular AI technologies for businesses to be adopting to improve their customer service.

The report suggests people do not want to take on responsibility for bringing AI in to overhaul current systems. Over a quarter (26 percent) of senior decision makers in the UK claim no one is driving AI deployment within their customer service department. Yet, C-Suite executives are leading the integration of AI in the vast majority of Dutch, French, and German companies (97 percent, 95 percent, and 91 percent respectively).

Addressing the brand perception gap

The findings also suggest a large gap between business and consumer perceptions of how good their customer service actually is. Eighty percent of senior decision makers surveyed in the UK believe their customer service departments to be excellent, while only nine percent of UK consumers have no frustrations when dealing with customer service agents.

According to the research, a quarter (25 percent) of businesses are using AI to improve their customers’ experience of the brand, for example using AI-powered chatbots to resolve issues quickly by filtering through simple questions and channelling the trickier customer scenarios through to human service agents. Yet, one-in-four (25 percent) of the 1,871 British consumers surveyed who have previously used customer service channels said that being left on hold for too long is their biggest frustration.

UK General Manager at Freshworks, Simon Johnson, said: “Our research shows that British brands’ deep distrust in AI risks leaving them lagging behind Europe in their approach to customer service. It’s incredibly difficult for brands to keep up with consumers’ expectations, but it’s non-negotiable that they constantly evolve their technology to include AI and Machine Learning and approach to keep their customers engaged and happy.

“For those who get it right, it can be a game changer that distances them from the competition.”

Paul Ainsworth

Paul Ainsworth


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