UK Consumers Ditch Chatbots in Favour of Human Touch

ServiceNow’s latest Consumer Voice Report 2024 reveals that many UK consumers are actively avoiding interactions with tech-based customer service solutions.

The research shows that 77% of people search for tips online to bypass chatbots, and 73% seek advice from friends and family on how to avoid automated services.

The study highlights that 75% of consumers deliberately avoid pressing menu options in hope of speaking to a human, and 49% have shared strategies online for avoiding automated responses.

The findings also indicate that while consumers appreciate chatbots for general enquiries, they prefer speaking to a representative for problem-solving.

Additionally, 39% expect customer service to be available 24/7 within the next year, emphasizing the need for businesses to invest in advanced technologies to meet evolving customer expectations.

Simon Morris, VP Solution Consulting at ServiceNow, said, “This research and the very existence of these ‘hacks’ reveal that businesses have yet to figure out how to get their customer experience right.

“Automation is here to enhance customer service and help increase both customers’ and agents’ satisfaction. For this to happen, though, companies must get the right mixture of ‘high-tech’ and ‘high-touch’, one where AI and workforce work hand in hand rather than compete.”

Author: Hannah Swankie
Reviewed by: Xander Freeman