“AI chatbots have become a current concern for backlash on how customers evaluate businesses currently. According to a survey conducted by SurveyMonkey, 79% of customers stated they would prefer interacting with a human versus a chatbot. The fact that 79% of customers stated they would prefer a human indicates that this trend raises questions about how businesses are adopting automation in customer service in terms of adopting automated technology in customer service. Unfortunately, the data goes deeper. Approximately 56% of the surveyed individuals indicated that their previous experiences using AI to receive assistance were negative. In addition, nearly 9 out of 10 (84%) indicated that human representatives provided them with more accurate information than did chatbots. Finally, approximately 9 out of 10 (89%) indicated they wanted the ability to speak directly to a human representative at any time.”
