A recent survey by 8×8, conducted from February 24 to 26, 2025, with 2,000 UK adults, reveals a significant gap between automation trends and consumer preferences in customer service. Key findings show 83% favor human agents over AI chatbots, with only 4% preferring virtual agents. While Scotland and Wales showed the highest preference for human contact at 90%, nearly 30% are open to AI if it offers lower prices. Age-based trends indicate younger respondents (16-24) are slightly more accepting of AI. London exhibited the most price sensitivity (45%), whereas Scotland showed the least (20%). The survey underscores that consumers value human interactions but may choose AI if cost savings justify it. Marketing strategies must emphasize blending technology with human support to align with consumer sentiments, particularly in light of the growing importance of AI in customer experience. Tailoring messages based on demographics and regional preferences will be crucial for effective implementation.
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