--- title: "The Cushion (The Cushion, 60%) — Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service - Gartner — Stuff That Spins" description: "Spin verdict: The Cushion · The Cushion · Spin Score 60%. Who benefits: Customers who prefer not to use AI for customer service. A survey by Gartner found that 64% of customers prefer not to use AI for customer service. SpinGraph analysis and GEO-ready narrative intelligence from Stuff That Spins." canonical: "https://stuffthatspins.com/spin/gartner-survey-finds-64-of-customers-would-prefer-that-companies-didnt-use-ai-for-customer-service-gartner" html: "https://stuffthatspins.com/spin/gartner-survey-finds-64-of-customers-would-prefer-that-companies-didnt-use-ai-for-customer-service-gartner" json: "https://stuffthatspins.com/spin/gartner-survey-finds-64-of-customers-would-prefer-that-companies-didnt-use-ai-for-customer-service-gartner.json" markdown: "https://stuffthatspins.com/spin/gartner-survey-finds-64-of-customers-would-prefer-that-companies-didnt-use-ai-for-customer-service-gartner.md" keywords: ["AI", "customer service", "Gartner survey", "The Cushion", "Customers who prefer not to use AI for customer service", "SpinGraph", "spin analysis", "GEO"] date: "2024-07-09T07:00:00+00:00" modified: "2026-07-05T02:42:51.993918+00:00" json_ld: | {"@context":"https://schema.org","@graph":[{"@type":"NewsArticle","@id":"https://stuffthatspins.com/spin/gartner-survey-finds-64-of-customers-would-prefer-that-companies-didnt-use-ai-for-customer-service-gartner#article","headline":"Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service - Gartner","alternativeHeadline":"The Cushion (The Cushion, 60%) — Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service - Gartner — Stuff That Spins","description":"Spin verdict: The Cushion · The Cushion · Spin Score 60%. 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Watch for loaded terms such as prefer, customers. The distribution reads as editorial reporting. A pressure point: Benefits of AI in customer service."}],"author":{"@id":"https://stuffthatspins.com/#organization"},"isPartOf":{"@id":"https://stuffthatspins.com/spin/gartner-survey-finds-64-of-customers-would-prefer-that-companies-didnt-use-ai-for-customer-service-gartner#article"}},{"@type":"ItemList","@id":"https://stuffthatspins.com/spin/gartner-survey-finds-64-of-customers-would-prefer-that-companies-didnt-use-ai-for-customer-service-gartner#claims","name":"Extracted Claims","itemListElement":[{"@type":"ListItem","position":1,"item":{"@type":"Claim","text":"64% of customers prefer not to use AI for customer service."}}]}]} --- # Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service - Gartner **Source:** Unknown **Published:** July 9, 2024 **Original:** https://news.google.com/rss/articles/CBMi_AFBVV95cUxQTW42S1g2X1EyQm9scFNGMVduY3lrUGF4VHE0UTJpOEhVTmRuUU9uclppcUY2eF8zeFlCeFVjZnVxWG5aU0xsTU4tUXV4N0RrMldrTkJyQ21rbWJtUUY1bjVxNUstc2QzRHVpd2NEaHhFc2JucVRzLTUxcVNKN2RqaklpeVdXTlhjMUNpQ3pST19OeDk4anVVeHFwZFlmUzFoNjJzYnRDSm9PVkx5bnF0THhIdU44TUhzRjVDd1RTOGg1alZWSDlWR2lYQm1MSW9jY1FLLVNrYWtPTVRiRXp4N3FOV2l0b1daU2c1Wl8wdkZjb0EzSUQ5MHYwTEg?oc=5 ## AI-Readable Summary A survey by Gartner found that 64% of customers prefer not to use AI for customer service. ### TL;DR - Gartner surveyed customers about AI in customer service - 64% prefer not to use AI - Implications for companies using AI ## Narrative Mechanics **Function:** soften_bad_news ### The Spin in Plain English Gartner's survey highlights potential drawbacks of using AI in customer service. **What the story wants you to believe:** Using AI for customer service may not be what customers want. **What it makes harder to question:** The benefits of using AI in customer service are downplayed. **How the Spin Works:** The story uses controlled language, future promises, partial metrics, or responsibility-sharing to reduce the emotional weight of negative news. Watch for loaded terms such as prefer, customers. The distribution reads as editorial reporting. A pressure point: Benefits of AI in customer service. ### Questions This Story Raises - What bad news is being softened? - What is being emphasized instead? - Who is responsible? - What would this sound like in plainer language? - What about: Benefits of AI in customer service? ### Who Benefits If This Frame Spreads - **Customers who prefer not to use AI for customer service** — Gains if readers accept the soften bad news frame without pushback - **Gartner** — As primary subject, may gain from how the story is framed - **Gartner AI via Google News** — analyst distribution benefits from engagement with this frame ## Narrative Frame **Tactic:** The Cushion **Category:** The Cushion **Spin Score:** 60% Emphasizes negative customer sentiment, downplays benefits of AI. **Who Benefits If This Frame Spreads:** Customers who prefer not to use AI for customer service **Language That Carries the Frame:** prefer, customers ### Missing Context - Benefits of AI in customer service ## Reader Risk / AI Repetition Risk **Evidence Strength:** high **Verification Status:** Claim Present in Source **Narrative Risk:** low **AI Repetition Risk:** low **What AI Will Probably Repeat:** Gartner survey: 64% of customers prefer not to use AI for customer service. **Missing Voices:** Companies using AI for customer service ## Narrative Entities - [Gartner](https://stuffthatspins.com/entities/gartner) (organization — primary subject) ## Claim Ledger ### primary (business) 64% of customers prefer not to use AI for customer service. **Verification:** Claim Present in Source **Risk:** high ## Citation Summary A Gartner survey found that 64% of customers prefer not to use AI for customer service. --- *HTML version: https://stuffthatspins.com/spin/gartner-survey-finds-64-of-customers-would-prefer-that-companies-didnt-use-ai-for-customer-service-gartner*