News

American consumer: The DMV is a better experience than an online robot

July 17, 2019

One in every four U.S. millennials would rather spend three hours at the  department of motor vehicle than deal with a robotic automated response agent, while 29% of Baby Boomers and 22% of millennials would rather sit in a dentist chair than deal with an automated response portal.

Those are top findings of a Gongos Inc. survey exploring how consumers view person-to-person interaction. The survey, which polled over 300 adults ages 23 to 74, illustrates the need for incorporating human elements into the customer experience, according to a press release on the findings.

"In this digital age, humans spend a copious amount of time online proving to robots that they are not robots themselves," said Gongos’ Chief Innovation Officer Greg Heist in the release. "Beyond futile attempts to log into personal accounts, digital evolutions have sparked a wave of automated and digital response systems to handle customer feedback and inquiries."

Additional findings include:

• 53% of female respondents would rather stand in line at the grocery store than get assistance through an automated response portal.
• 74% of Boomers and 61% of millennial respondents agreed that a positive person-to-person connection with a company greatly influences their perceptions of their brand.
• An average 24% of total respondents would prefer to sit in traffic than receive help through an automated response portal.