SurveyMonkey: 79% of US consumers prefer speaking with a human over an AI agent
The same report also points to the reason: 81% of consumers believe AI is used more to cut costs than to improve service.
What's happening
According to CMSWire, SurveyMonkey's customer experience report found that 79% of US consumers strongly prefer speaking with a human over an AI agent. In a similar survey by Kinsta, 93.4% of respondents prefer speaking with a human rather than AI.
Whose desk it lands on
The call center leader. At which steps do your customers want to speak to a human, and did you measure that before handing those steps over to AI?
Our view
The CX Brief's interpretation, not a claim made by the source.
Customers' choice of a human looks less like habit than a considered judgment: respondents to Kinsta's survey say humans resolve issues faster, yet speed is one of AI's selling points. That is why automation's first test is not cost but whether it can resolve issues faster than a human.
