As artificial intelligence (AI) becomes more embedded in everyday experiences, it's logical to assume that consumers are growing more comfortable with it.
But are they really?
While consumers may be open to chatbots in theory, many still prefer to interact with a human customer service agent. In fact, in Usabilla's August 2018 survey, more than half of US internet users (55%) said they prefer live help.
What's more, 46% said they would prefer interacting with a human even if a chatbot saved them 10 minutes. Interestingly, this preference was strongest among Gen Z (60%) and millennials (50%), despite younger generations having the reputation of preferring text to voice.
Much of the resistance stems from the perception that that chatbots can't help with complex problems. In Usabilla's study, 36% of respondents said they would choose a chatbot over a human for simple requests only. Similarly, a separate survey from UJET found that many respondents (58%) said chatbots weren't as effective as they could be.
There's also the fact that most consumers like to be self-sufficient, and don't necessarily want to depend on chatbots or customer service agents.