CONSUMERS PREFER TALKING TO PEOPLE IN CUSTOMER SERVICE

Summary from the TLDR Marketing newsletter

Consumers remain skeptical of AI-led customer service and still prefer human support. 46% say AI-powered service rarely or never leads to successful outcomes, and 65% lack confidence in how companies use generative AI. More than 50% doubt businesses will use it responsibly. Over 75% say human interactions often lead to better outcomes, while only 2% want to deal exclusively with AI. Consumers are more comfortable when AI supports humans rather than replaces them.