Case #5

Surprise, surprise—people still prefer to talk to people. The vast majority (86%) of people would rather talk to a human than a form of artificial intelligence.

Topping the list of automated tech consumers dislike are interactive voice response (IVR) systems. According to customer service platform Gladly, “IVR remains a wildly unpopular choice amongst consumers, with 98% admitting they try to bypass company IVR systems to get straight to a human service agent.”