AI agents are now everywhere – and people really don’t want to talk to them
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- For every person who prefers interaction with AI, 4.4 prefer to talk to people
- Baby boomers are serious anti-ai when it comes to customer service
- Report emphasizes the value of the human connection
According to new research Van Okta, 70% of consumers prefer interaction with people, where only 16% opt for AI agents above people.
In the United Kingdom, this trend is even more pronounced, with only 11% that prefer AI agent interactions and one in two (54%) that AI does not even trust their personal data.
Moreover, barely one in three (36%) sees a real benefit in AI agents completely, which suggests that productivity-promoting technology may not be the most useful in customer service institutions.
Consumers just want people
Artificial intelligence is most appreciated in language translation, research and writing output that are task-oriented, instead of the transactional conversations that are typical of customer service agents.
Worldwide, Okta discovered that the relationship of those who prefer people over those who prefer AI at 4.4: 1, but countries such as the US (4.2: 1), Japan (3.4: 1) and India (1.1: 1) worry about talking to people. Yet no country scored higher for AI, which emphasizes the importance of human interaction and involvement in customer service.
Okta also compared generations, with baby boomers who have a huge chance of wanting to talk to AI (41.5: 1)-Much more than gen x (9.8: 1), Millennials (3.2: 1) and Gen Z (2.3: 1).
Simply put, it is the human touch that gives people the upper edge – “a person understands my needs better,” said two out of three (64%) respondents. Frustration when dealing with AI agents was also a considerable frustration (38%).
However, there are some advantages to interact with AI, including faster and more streamlined reactions without emotional bias.
Looking ahead, Okta calls for a measured and calculated approach to AI agents, where security and privacy-first initiatives are built from the start. “Finally, see the value of human agents not overlooking – if one thing from the survey is clear, it is that users still appreciate that human connection,” concludes the report.
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