If GenAI provides support, customers want access to a humanCustomers have mixed feelings using GenAI for customer support, as 50% of customers say their interactions are easier when companies use GenAI, yet 87% of customers say it is essential for companies to provide an option to reach a human agent when using GenAI, according to a Gartner survey. In this Q&A, Eric Keller, senior director analyst in the Gartner Customer Service & Support Practice, discusses how service and support leaders should design GenAI experiences that increase customer willingness to engage, support task completion and preserve access to human agents when needed. Based on the Gartner survey, how should customer service leaders consider offering GenAI support to their customers? GenAI is more helpful when it collects information, understands intent and attempts resolution only when confidence is high, with a clear path to human support. How are customers using GenAI differently than traditional customer service chatbots?