New Five9 Study Finds 75% of Consumers Prefer Talking to a Human for Customer Service
Five9 released a consumer survey revealing that 75% of consumers prefer human interaction for customer support over AI-powered solutions. While 84% of consumers are aware of AI in customer service, 48% don't trust AI-powered service bots, and 56% find them frustrating. The study shows generational differences, with Gen Z and Millennials being more receptive to AI solutions. 53% of consumers acknowledge improved online self-service in recent years. The survey also highlighted that 40% of consumers link positive customer experience to brand loyalty, emphasizing the need for companies to balance AI automation with human touch during peak periods like holiday shopping and healthcare appointments.
Five9 ha rilasciato un'indagine tra i consumatori rivelando che il 75% dei consumatori preferisce l'interazione umana per il supporto clienti rispetto a soluzioni alimentate da intelligenza artificiale. Sebbene l'84% dei consumatori sia consapevole dell'IA nel servizio clienti, il 48% non si fida dei bot di servizio dotati di IA, e il 56% li trova frustranti. Lo studio mostra differenze generazionali, con la Gen Z e i Millennials che sono più ricettivi alle soluzioni IA. Il 53% dei consumatori riconosce un miglioramento del self-service online negli ultimi anni. L'indagine ha inoltre evidenziato che il 40% dei consumatori collega una positiva esperienza del cliente alla fedeltà al marchio, sottolineando la necessità per le aziende di bilanciare l'automazione dell'IA con un approccio umano durante i periodi di punta come gli acquisti natalizi e gli appuntamenti sanitari.
Five9 lanzó una encuesta a consumidores revelando que el 75% de los consumidores prefiere la interacción humana para el soporte al cliente sobre soluciones impulsadas por IA. Aunque el 84% de los consumidores está consciente de la IA en el servicio al cliente, el 48% no confía en los bots de servicio impulsados por IA, y el 56% los encuentra frustrantes. El estudio muestra diferencias generacionales, con la Generación Z y los Millennials siendo más receptivos a las soluciones de IA. El 53% de los consumidores reconoce una mejora en el auto-servicio en línea en los últimos años. La encuesta también destacó que el 40% de los consumidores vincula una experiencia positiva del cliente a la lealtad a la marca, enfatizando la necesidad de que las empresas equilibren la automatización de IA con un toque humano durante períodos pico como las compras navideñas y las citas de atención médica.
파이브9는 소비자 설문조사를 발표하며 75%의 소비자가 AI 기반 솔루션보다 인간 상호작용을 선호한다고 밝혔습니다. 84%의 소비자가 고객 서비스에서 AI의 존재를 인식하고 있지만, 48%는 AI 기반 서비스 봇을 신뢰하지 않으며, 56%는 이를 불만스러워합니다. 연구는 Z세대와 밀레니얼 세대가 AI 솔루션에 더 수용적임을 보여줍니다. 53%의 소비자는 최근 몇 년간 온라인 자기 서비스가 개선되었다고 인정합니다. 조사에서는 또한 40%의 소비자가 긍정적인 고객 경험을 브랜드 충성도와 연관 짓는다고 강조하였으며, 성수기인 홀리데이 쇼핑과 건강 관리 약속 시 AI 자동화와 인간의 접점을 조화롭게 유지할 필요성을 강조하고 있습니다.
Five9 a publié une enquête auprès des consommateurs révélant que 75% des consommateurs préfèrent l'interaction humaine pour le support client plutôt que des solutions alimentées par IA. Bien que 84% des consommateurs soient conscients de l'IA dans le service client, 48% n'ont pas confiance dans les bots de service alimentés par IA, et 56% les trouvent frustrants. L'étude montre des différences générationnelles, avec la Génération Z et les Millennials étant plus réceptifs aux solutions basées sur l'IA. 53% des consommateurs reconnaissent une amélioration du service en ligne en libre-service ces dernières années. L'enquête a également souligné que 40% des consommateurs relient une expérience client positive à la fidélité à la marque, soulignant la nécessité pour les entreprises de trouver un équilibre entre l'automatisation par IA et le contact humain pendant les périodes de pointe comme les achats de Noël et les rendez-vous médicaux.
Five9 hat eine Verbraucherumfrage veröffentlicht, die zeigt, dass 75% der Verbraucher menschliche Interaktion im Kundenservice gegenüber KI-gestützten Lösungen bevorzugt. Während 84% der Verbraucher sich der KI im Kundenservice bewusst sind, 48% vertrauen den KI-gestützten Servicebots nicht, und 56% empfinden sie als frustrierend. Die Studie zeigt generationsspezifische Unterschiede, wobei die Generation Z und die Millennials aufgeschlossenere gegenüber KI-Lösungen sind. 53% der Verbraucher erkennen, dass sich der Online-Selbstservice in den letzten Jahren verbessert hat. Die Umfrage hob auch hervor, dass 40% der Verbraucher eine positive Kundenerfahrung mit Markenloyalität verknüpfen, was die Notwendigkeit verdeutlicht, dass Unternehmen die Automatisierung durch KI mit menschlichen Kontakten während Spitzenzeiten wie den Feiertagskäufen und Arztterminen in Einklang bringen müssen.
- Gen Z and Millennials show higher trust in AI solutions (63% and 60% respectively)
- 53% of consumers report improved online self-service over the past 3 years
- 40% of consumers link positive CX to brand loyalty, providing clear ROI for CX investments
- 48% of consumers don't trust AI-powered customer service bots
- 56% of consumers are frustrated by AI customer-service chatbots
- 75% prefer human interaction, indicating potential resistance to AI adoption
Insights
The survey reveals critical insights for contact center technology companies and their enterprise clients. The
The data suggests a hybrid approach will dominate future CX investments, balancing AI automation for routine tasks while preserving human interaction for complex issues. This trend could accelerate development of more sophisticated AI solutions that better complement human agents rather than replace them. For enterprises, the
Findings show a need to build trust and improve customer experiences to increase loyalty
New Five9 data highlights the continued importance of the human touch in CX, as
“AI has the power to mitigate customer service frustrations, but it’s the human touch that makes the difference. By using AI to automate transactional and routine tasks, human agents can free up time to focus on more complex issues that require critical thinking and sensitivity,” said Niki Hall, Chief Marketing Officer, Five9. “As consumer demand and expectations increase this season, brands must prioritize transparency and empathy to build enduring trust and loyalty with consumers.”
The survey’s key findings include:
Consumer trust in AI is still experiencing growing pains
In the age of AI, consumers already expect some automation to be ingrained in most customer service interactions. Despite this, there is still a preference and a need for human empathy to be present alongside AI in CX. There was consensus across all generations – no matter the brand or reason for contact – that human interaction is still preferred.
-
84% of consumers are aware that some companies use AI to handle customer service interactions -
Yet nearly half (
48% ) of consumers say they do not trust information provided by AI-powered customer service bots. Over half (56% ) of all consumers are often frustrated by AI customer-service chatbots.
Younger generations have a better understanding of AI’s capabilities and nuances
Gen Z and Millennials find more value in AI-driven interactions compared to older generations, including chatbots and Intelligent Virtual Agents (IVAs). The use of automated solutions in CX has also led younger consumers to feel that online self-service has improved.
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53% of consumers agree online self-service has improved in the last 3 years. This is higher among younger generations, including Gen Z (61% ) and Millennials (61% ) -
Gen Z is less likely to prefer talking to a real human in-person or over the phone for customer support (
66% ) compared to Gen X (76% ) and Baby Boomers / the Silent Generation (86% ) -
However,
63% of Gen Zers and60% of Millennials say they trust information provided by AI-powered customer service bots, with33% of both groups more likely to say they find AI very helpful and efficient
Holidays and heightened customer queries go hand-in-hand, increasing AI needs
The increase in customer queries during the holidays strongly impacts healthcare, retail, and travel organizations.
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48% of consumers say fast shipping / delivery times are most important to them when interacting with companies to do their holiday shopping, followed closely by product availability (47% ) -
Consumers across generations care most about appointment availability (
49% ) when interacting with companies while seeking healthcare services -
When traveling during the holidays, consumers care most about flight or hotel availability (
34% ) and helpful customer experience with the business (32% )
View the complete survey results here.
To learn more about how Five9 can help improve patient loyalty and optimize the customer experience for organizations, please visit: https://www.five9.com/products-solutions
Methodology
This research was conducted in partnership with TEAM LEWIS, who surveyed 4,000 general consumers across the US and
About Five9
The Five9 Intelligent CX Platform, powered by Five9 Genius AI, provides a comprehensive suite of solutions to power AI-elevated customer experiences that deliver better business outcomes and Bring Joy to CX™. Our unified cloud-native offering enables hyper-personalized customer experiences and more empowered employees, making every customer interaction more connected, effortless, and personal. Trusted by 2,500+ customers and 1,400+ partners globally, Five9 brings together the power of AI, our platform, and our people to drive AI-elevated CX.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog
View source version on businesswire.com: https://www.businesswire.com/news/home/20241023191274/en/
Hannah Blackington
Corporate Communications Director, Five9
Press@five9.com
Source: Five9
FAQ
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