- For each person who prefers to communicate with AI, 4.4 prefers to speak with humans
- Baby boomers are seriously anti when it comes to customer service
- The report highlights the value of human contact
According to Okta’s new research, 70 % of consumers prefer communication with humans, only 16 % of humans choose AI agents.
In the UK, this phenomenon is even more clear, only 11 % prefer AI agent conversations and one out of two (54 %) does not trust AI with their personal data.
In addition, barely one out of three (36 %) AI agents see a completely real advantage, which suggests that the technology that enhances production capacity may not be the most useful in customer service settings.
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Consumers just want humans
The language of artificial intelligence is most valued in translation, research and writing-the results that are based on task, rather than transactional conversations that are like customer service agents.
Globally, Okta found that the proportion of people who prefer humans prefer AI, standing at 4.4: 1, however, countries such as US (4.2: 1), Japan (3.4: 1) and India (1.1: 1) were less worried than talking to humans. Nevertheless, no country has scored much runs for AI, which highlighted the importance of humanitarian interaction and the participation of the customer service.
Okita also compared races, is little likely to talk to AI (41.5: 1) with Baby Boomers-General X (9.8: 1), a thousand-year-old (3.2: 1) and more than General Z (2.3: 1).
Absolutely straightforward, these are human contacts that provide humans to the upper edge – ‘a man understands my needs’, two out of three (64 %) respondents said. Frustration was also an important disappointment when dealing with AI agents (38 %).
However, there are some benefits to communicating with AI, including faster and more smooth reactions without emotional bias.
Looking forward, Okita demanded a measure of calculation and calculations for AI agents, obtaining the first steps of security and privacy by leaving them. “Finally, do not ignore the value of human agents – if one thing is clear from the survey, that is, consumers still value this human communication.”
