AI has taken over customer service, but consumers want humans back (A national online survey of 1,011 U.S. consumers)

Businesses are rapidly adopting AI for customer service, but the overwhelming majority of American consumers prefer humans over AI, and many would cancel with a company due to AI-only customer service, according to a new report by Kinsta.

Many consumers believe that AI doesn’t actually improve customer service and is just designed as a cost-cutting measure, and loses customers, the report found.

The findings were part of an in-depth survey that shows the concerns that consumers have with AI-only customer service with no humans involved. Respondents don’t dislike AI per se, but they dislike AI as a sole provider of