84% Willing To Trade Personal Information For Better Customer Service: Study

• by Chuck Martin , February 26, 2020

A majority of consumers are open to sharing personal information with the government in exchange for better service, according to a new study by Accenture.

More than three quarters (78%) of consumers say they see benefits in using virtual agents like artificial intelligence-enabled customer service assistants or chatbots to receive services from government agencies.

Nearly half (47%) say they would like to complete some transactions using virtual agents, according to the study, comprising a survey of 6,500 adults in North America, Europe and Asia Pacific.

Half (50%) of consumers say they believe their query could be resolved in the shortest possible time using a virtual agent and 41% say the use of virtual agents would reduce their need to wait for a human customer service agent to become available to assist them.

Most (84%) consumers say they are open to sharing their personally identifiable information with a government department in exchange for a more personalized customer service experience.