Nearly 60% prefer humans over robots for customer service

Only 19% were comfortable talking to an automated bot.

A total of 58% of shoppers expressed they were comfortable talking to a human to address customer concerns, Euromonitor International found.

This is much higher than the 19% who said they were comfortable talking to an automated bot on a company’s website.

“Tech benefits should outweigh the need for personal interactions to create a seamless experience. And the best integrations will be indistinguishable from human intellect,” the report read in part.

“Give consumers the ability to choose and humanise tech where possible.”

Euromonitor also reported that 51% of tech investments will be for artificial intelligence, 42% for robotics and automation, and 41% for augmented reality/virtual reality.

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Euromonitor International

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