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.


Follow the link for more news on

Join Retail Asia community
Since you're here...

...there are many ways you can work with us to advertise your company and connect to your customers. Our team can help you dight and create an advertising campaign, in print and digital, on this website and in print magazine.

We can also organize a real life or digital event for you and find thought leader speakers as well as industry leaders, who could be your potential partners, to join the event. We also run some awards programmes which give you an opportunity to be recognized for your achievements during the year and you can join this as a participant or a sponsor.

Let us help you drive your business forward with a good partnership!


ZALORA seizes opportunity in revenge tourists’ purchasing power
The e-commerce platform added more travel-related items catering to the rise in travel searches from customers.
‘Emotional loyalty,’ the new way retailers retain customers
In Hong Kong, one in two consumers buy only from brands they trust so keeping that relationship exciting pays off.
Why retailers should pick up the pace of AI adoption
Analysts said they will run the risk of lagging in the market and suffering higher costs.