Gil Press, Forbes
Recent surveys, studies, forecasts and other quantitative assessments of the progress of AI, highlighted the growing reluctance of US consumers to chat with chatbots, the growing expectations of AI as a critical business component, and the growing employee skills gap due to the deployment of new technologies. 86% of consumers prefer to interact with a human agent; 71% said they would be less likely to use a brand if it didn’t have human customer service representatives available; only 30% believe that chatbots and virtual assistants make it easier to address customer service issues; only 29% of consumers looking for a quick answer would choose chat over all other channels, down from 50% in 2018, and 40% chose the phone or voice option first [CGS survey of 1,000 US consumers]
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