In the United Kingdom, the preference for automated customer service and human interaction when contacting a company varied depending on generation in 2023. Generation Z was most likely to prefer an automated system when it comes to solving simpler issues, with a little less than ** percent share of respondents. Millennials were most likely to expect human interaction when contacting a company online, with more than ** percent respondent share.
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Salesforce Research. (September 22, 2023). Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 24, 2026, from /statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
Salesforce Research. "Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation." Chart. September 22, 2023. ÌÇÐÄÆƽâ°æ. Accessed July 24, 2026. /statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
Salesforce Research. (2023). Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 24, 2026. /statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
Salesforce Research. "Share of Customers Preferring Human Connection Vs. Automation in Customer Service in The United Kingdom (Uk) in 2023, by Generation." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 22 Sep 2023, /statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
Salesforce Research, Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation ÌÇÐÄÆƽâ°æ, /statistics/1428519/human-connection-vs-automation-in-customer-service-uk/ (last visited July 24, 2026)
Share of customers preferring human connection vs. automation in customer service in the United Kingdom (UK) in 2023, by generation [Graph], Salesforce Research, September 22, 2023. [Online]. Available: /statistics/1428519/human-connection-vs-automation-in-customer-service-uk/
