Of the 2,000 US adults surveyed, only 16% enjoyed interacting with a brand’s automated interaction communications service.
This article cites a survey by Invoca which revealed that consumers are apprehensive about automated interaction with brands and prefer a human point of contact. 52% of respondents feel “frustrated” with businesses that provide “no option for a human interaction.”
18% of participants feel “angry” with companies that only offer automated communication technology. However, 49% of those surveyed trust AI technology when it comes to interacting with retailers. A mere 19% and 20% of respondents trust AI’s use for financial and healthcare services, respectively.
When it comes to payments, 55% of those surveyed choose the internet to complete their transactions concerning the hospitality services. In the case of healthcare services, 32% prefer transacting over the phone.
[2 minute read]