- For each person who prefers in interaction with AI, 4.4 prefers to speak with humans
- Baby-boomers are seriously anti-ai in customer service
- The report highlights the value of human connection
According to new OKTA research, 70% of consumers prefer to interact with humans, and only 16% opting for AI agents compared to humans.
In the United Kingdom, this trend is even more pronounced, with only 11% preferring IA agent interactions and one in two (54%) not even trusting AI with their personal data.
In addition, barely one in three (36%) see any real advantage in AI agents, which suggests that productivity improvement technology may not be at its most useful customer service settings.
Consumers just want humans
Artificial intelligence is highly appreciated in the translation of language, research and writing – tasks oriented outings, rather than transactional conversations which are typical of customer service agents.
Globally, OKTA noted that the report of those who prefer humans to those who prefer AI is 4.4: 1, but countries like the United States (4.2: 1), Japan (3.4: 1) and India (1.1: 1) were less worried about speaking with humans. However, no country has marked above for AI, emphasizing the importance of human interaction and involvement in customer service.
Okta also compared the generations, with baby boomers extremely less likely to want to speak to AI (41.5: 1) – much more than generation X (9.8: 1), Millennials (3.2: 1) and generation Z (2.3: 1).
Quite simply, it is the human touch that gives humans the upper edge – “a human understands my needs better,” said two respondents out of three (64%). Frustration when it comes to AI agents was also a significant frustration (38%).
However, there are certain advantages to interact with AI, including faster and more rationalized responses without emotional biases.
For the future, OKTA provides a measured and calculated approach to AI agents, building security and confidentiality initiatives. “Finally, do not neglect the value of human agents – if one thing is clear of the investigation, it is because users always appreciate this human connection,” concludes the report.
