47% Of Consumers Want Human Interaction, Not AI

While artificial intelligence is increasingly being used for dealing with customer issues, those customers have mixed feelings about it. Nearly half (47%) of consumers do not enjoy having customer issues resolved without human interaction, according to a new study. Of those, 41% generally like dealing with a real person and 6% say AI has failed them in the past, according to the study, comprising a survey of 1,000 U.S. adults conducted by Blue Fountain Media. More than half (53%) say they enjoy getting customer service issues resolved without human interaction. However, 25% of them enjoy AI-based customer service, such as a chatbot, but say there definitely is room for improvement, with AI sometimes getting stuck in a loop.