Consumer Behavior

American consumers like humans over chatbots

Adobe Stock

February 10, 2023

More than two in three, 68%, of Americans have used a customer service chatbot but even more, 77%, view them as frustrating and 88% would rather interact with a human customer rep.

Those are findings from Ipsos research that polls consumers twice a month on attitudes on a wide range of topics and issues, including the pandemic, the economy and inflation.

The research revealed three in four Americans are "at least somewhat familiar," with artificial intelligent, and most, 55%, are somewhat familiar. A relatively few, 18%, are very familiar, according to a media release on the research findings. When it comes to chatbots solving an issue 35% of those polled said the chatbot solved the problem effectively.

Nearly half of employed Americans believe AI will change their job in the next five years and when looking at changes to society as a whole, half of all Americans think that the increased use of AI will lead to more income inequality and polarization.