Customers Prefer Human Agents Over Chatbots, Despite Growing Popularity of AI in Customer Service

Chatbots have grown in popularity for customer service, but customers still prefer human agents, with 71% preferring to interact with humans and 60% reporting that chatbots often fail to understand their issue. A survey also found that customers have low trust in AI. Research analyzed over half a million customer service interactions between customers and either agents or chatbots, finding that customers rarely turned to chatbots for questions related to shipping or payment, preferring human agents for more detailed or sensitive information.