A recent survey by ServiceForge has uncovered a strong consumer preference for human interaction over artificial intelligence in customer service, especially for home service businesses. The study, conducted by OnePoll with 6,000 adults, reveals that 87% of respondents would rather speak with a real person than an AI system when contacting a local home service provider.
Key Findings
- Trust and Empathy: 71% believe human representatives demonstrate more empathy than AI, and 62% do not trust AI to handle emergency situations correctly.
- Loyalty: 73% say they would be more loyal to companies that rely on people rather than AI for customer service.
- Frustration with Automation: 82% have requested to speak with a human instead of an AI agent, and 61% feel frustrated when they must explain their issue to AI before being transferred.
- Transparency: 85% believe businesses should clearly disclose when customers are interacting with AI, and 81% consider it unethical when AI systems pretend to be human.
Impact on Business
Human interactions have a measurable impact on reputation and retention. More than half of respondents are more likely to leave a review after a positive interaction with a person. Companies that use technology to enhance human service, not replace it, earn long-term loyalty.
Expert Insight
"When a customer is trying to fix an A/C unit in the summer, they don't want automation. They want a human who can provide them with empathy and a solution," said Jane Blanchard, head of brand and marketing for ServiceForge.
For the full report, visit ServiceForge's website.
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