The Great Divide: Human vs AI Customer Service Preferences
66% of U.S. customers insist on speaking to a live person for help, resolving issues, or making complaints, according to the 2025 State of Customer Service and CX study. Ignoring this preference risks losing a significant portion of your customer base.
However, 34% of customers have stopped doing business with companies that didn't offer self-service options, highlighting a clear divide in customer service preferences.
Why Some Customers Resist AI
- Lack of Trust: 49% express fear towards technologies like AI and ChatGPT.
- Privacy Concerns: 70% worry about data privacy and security with AI interactions.
- Success Rates: Only 50% have successfully resolved issues using AI without human intervention.
Generational differences play a crucial role, with 82% of Baby Boomers preferring phone support over digital solutions, compared to just 52% of Gen-Z.
Why Some Customers Embrace AI
- Speed and Convenience: Immediate support without the hassle of calls and wait times.
- 24/7 Availability: Access to support outside normal business hours is a game-changer.
- Future Optimism: 63% believe AI will become the primary mode of customer service, up from 21% in 2021.
CX leaders face a dilemma: balancing the needs of customers who prefer human interaction with those demanding self-service options. Forcing a 100% AI or human solution risks alienating a significant portion of your customer base. The key is offering a balanced approach, ensuring customers can choose their preferred method of support.
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