15 Billion Hours Wasted By Indians! Just to Complain in 2024
Indian Consumers Lost 15 Billion Hours to Customer Service Delays in 2024: Report
A new ServiceNow Customer Experience report reveals that Indian consumers spent over 15 billion hours waiting to file customer service complaints in 2024, despite the growing presence of AI chatbots and agents.
The study, surveying 5,000 consumers and 204 service agents, exposes a persistent gap between rising customer expectations and actual service delivery.
While 80 percent of Indian consumers now use AI chatbots for tasks like tracking complaints or getting product advice, wait times remain staggering. Though progress was noted—average resolution time dropped by 3.2 hours compared to 2023—the report highlights systemic issues.
Siloed systems and poor visibility into customer journeys continue to frustrate users, with 39 percent stuck on hold, 36 percent bounced between agents, and 34 percent suspecting intentional delays.
Customer tolerance is fading fast. An overwhelming 89 percent are ready to switch brands over poor service, and 84 percent would share negative feedback online. “This disconnect risks eroding loyalty,” said Sumeet Mathur, Senior Vice President & Managing Director of ServiceNow India. “Businesses must choose: embrace AI-driven efficiency or lose customers.”
The report sees hope in agentic AI, which could boost productivity, cut costs, and improve retention. Though chatbots handle basic queries, the 15 billion hours spent waiting underscore the need for smarter integration. With 2024 data showing consumer patience at a breaking point, companies face a pivotal moment to rethink service strategies, blending AI and human efforts to meet demands for speed and personalization.
Failure to adapt, the report warns, could cost businesses dearly in a competitive market.
