87% of Consumers Prefer Humans Over AI for Customer Service: New Survey Reveals

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.