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Share of customers preferring human connection vs. automation in customer service in the United States in 2023, by generation

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Source

Release date

September 2023

Region

United States

Survey time period

May 3 to July 14, 2023

Number of respondents

14,300 consumers worldwide*

Supplementary notes

The survey sample in the United States accounted for 9 percent of the total sample.

Citation formats

Preferences for human connection vs. automation in customer service in the U.S. 2023

Published by
F. Watty,
Dec 13, 2023
Consumers in the United States gave insight into preferences and expectations they have when it comes to online customer service in 2023. In general, more than ** percent of American consumers preferred an automated service for solving simple issues, while almost ** percent of consumers expected a human to respond when directly contacting a company. Millennials were the generation which where most likely to prefer the automated service, as well as expecting the human interaction when contacting a company.
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