Recent surveys, studies, forecasts and other quantitative assessments of the progress of AI, highlighted the growing reluctance of US consumers to chat with chatbots, the growing expectations of AI as a critical business component, and the growing employee skills gap due to the deployment of new technologies. 86% of consumers prefer to interact with a human agent; 71% said they would be less likely to use a brand if it didn’t have human customer service representatives available; only 30% believe that chatbots and virtual assistants make it easier to address customer service issues; only 29% of consumers looking for a quick answer would choose chat over all other channels, down from 50% in 2018, and 40% chose the phone or voice option first [CGS survey of 1,000 US consumers]
https://www.forbes.com/sites/gilpress/2019/10/02/ai-stats-news-86-of-consumers-prefer-to-interact-with-a-human-agent-rather-than-a-chatbot/#5f8180232d3b
