New Report Exposes Consumer Resistance to AI in Customer Service

A groundbreaking new research report titled "Keep Service Human" from ServiceForge reveals that consumers overwhelmingly prefer human interaction over AI-driven customer service, especially for essential and local services.

Key Findings from the Survey

Based on original survey data, the report shows that 85% of consumers prefer to speak with a real human when contracting a local service business. Even more striking: one in three respondents say they would hang up immediately if they reached an AI bot instead of a human representative.

Why Humans Still Matter in Customer Service

Jane Blanchard, head of brand and marketing for ServiceForge, explains: "AI has a role to play in automating back-office tasks and improving efficiency. But when a customer is calling because their heat is out or their basement is flooding, they want things AI can't deliver: empathy, understanding and reassurance."

Beyond Home Services: A Widespread Trend

The findings extend beyond home services to other industries where human connection matters most. Respondents reported similar attitudes toward AI in:

• Healthcare
• Real estate
• Law firms
• Other service-driven industries

This underscores a widespread desire for human interaction when problems are urgent or emotionally significant.

Additional Eye-Opening Statistics

• 83% of respondents say they have actively requested to speak with a human representative over AI
• 54% describe AI-powered customer service as frustrating
• 73% say resolution is what matters most, not how fast the call is answered

The Business Impact of Human-Led Service

Blanchard emphasizes the competitive advantage: "Our data also shows that customers are significantly more likely to leave positive online reviews and express trust in companies that offer human-led customer service. For home service businesses, the human touch isn't just nice to have; it can be a major competitive advantage in local markets."

About the Research

The "Keep Service Human" report examines how consumers truly feel about artificial intelligence in customer service. While AI may improve speed, the research reveals that customers still desire authentic human connection, particularly for local and essential services.

ServiceForge helps home service businesses get found, get booked and get paid with 24/7 human answering, scheduling, lead qualification and payments. By combining smart technology with real human connection, ServiceForge helps service businesses stand out in an increasingly disconnected world.