Source: Euromonitor International

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.”

Read more: Three in four shoppers tighten budgets amidst higher prices

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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