Human Preference in Customer Service Interactions

This report presents the findings of a survey conducted in collaboration with OnePoll, involving 6,000 adults to gauge their preferences regarding AI and human interactions in customer service. The results indicate a strong preference for human representatives over AI, with 85% of respondents favoring real people when contacting businesses. The survey highlights that empathy and communication are crucial for customer satisfaction, and a lack of these elements can lead to decreased trust and increased frustration. Notably, 57% of participants expressed that they would trust a business less if it predominantly utilized AI for customer service. Furthermore, 59% found AI agents frustrating compared to only 11% for human agents. The survey also revealed that 73% of respondents would exhibit greater loyalty to companies that employ human representatives for service interactions. Overall, the data underscores the importance of human connection in customer service, even in an increasingly digital landscape.