Archive · 14 Aug 2025
Verizon Report: Consumers Prefer Human Over AI for CX
Verizon's report found that people like talking to humans more than AI when dealing with customer service.
While companies think AI is helping, most customers still want to speak to a real person.
A lot of people get frustrated when they can't reach a human.
Even though AI is used to help with things like personalization, customers don't always feel like it's better.
Many companies are now training employees to work with AI rather than replacing them entirely.
Verizon's report highlights a preference for human interaction over AI in customer experience.
70% of executives believe AI has improved customer experience.
60% of consumers are satisfied with AI-driven interactions.
88% of consumers prefer human-led interactions.
47% of consumers are frustrated by not being able to reach a human.
- Who
- Verizon surveyed 500 executives and 5,000 consumers.
- What
- A report highlighting consumer preference for human interaction over AI in customer experience.
- When
- Recently released.
- Where
- The survey included 5,000 consumers across seven countries.
- Why
- To assess consumer satisfaction and the effectiveness of AI in customer experience.
AI's Challenges in CX
AI's benefits for Companies
Personalization
AI's Challenges in CX
Consumers are often dissatisfied with AI-driven personalization.
AI's benefits for Companies
AI offers new possibilities such as hyper-personalisation and faster customer support.
Skill Gap
AI's Challenges in CX
A lack of AI skills within the staff can hinder the overall performance.
AI's benefits for Companies
Companies can overcome this challenge by upskilling staff to work alongside AI.
- Consumers preferring human interaction
- 88%
- Executives reporting improved CX with AI
- 70%
- Consumers satisfied with AI interaction
- 60%
- Consumers frustrated with inability to reach human
- 47%
- Companies balancing AI and human investments
- 44%
