The news: 53% of US consumers cited a lack of human empathy and understanding as a concern with using Gen AI-powered customer service tools, per a survey conducted by American Express.

That being said, 7 in 10 respondents have interacted with Gen AI-powered customer service tools. Of those, 74% said they had a positive experience. 

Generational preferences: Millennials and Gen Zers are more willing to let Gen AI analyze their data to give them personalized rewards or customized recommendations, at 68%. Older generations felt more wary about the technology: Only 59% and 43% of Gen Xers and boomers, respectively, said the same.

But across all generations, 84% said genAI’s ability to personalize their customer service experiences based on their preferences and past behavior was very or somewhat important. 

Our take: GenAI will be an engine for automizing easy wins, like personalized customer service experiences or customized rewards. However, the tool needs to be selectively deployed for best results. 

Consumers also still desire access to live representatives for human touches that genAI cannot generate. Issuers who can provide a blend of both in their customer service experiences stand to win the approval of all age brackets across their cardholding base.

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