66% of Americans Prefer Buying From Real People Instead of AI

The slow creep of AI can seem inevitable, and many are assuming that the presence of AI will take over many industries. In spite of the fact that this is the case, it turns out that a lot of Americans are more comfortable making purchases if they are able to deal with a real person in the process. A recent survey commissioned by Internova has revealed that AI might not be a popular choice for consumers in American markets with all things having been considered and taken into account, and that might cast some doubts on the future of the tech.
70% of survey respondents stated that they felt that they could trust real people more than AI. 55% of home purchasers preferred real life people, and 52% of car buyers also felt the same. With all of that having been said and now out of the way, it is important to note that there are some advantages to dealing with real people that AI might not be able to provide.

81% of consumers said that they enjoyed a personal touch such as a thank you note or something similar while making a purchase. However, many other benefits are a bit more on the practical side of things. 47% of customers like that they can ask follow up questions, and 41% prefer the customized responses that only real people would be able to give them. 55% of survey respondents confirmed that they got better answers from real people than might have been the case otherwise if they used AI.

That might be because of a lack of advancement in AI as of right now. AI can be highly sophisticated, but it often has a very rigid set of protocols that it can follow. Real people, on the other hand, can be much more adaptive and versatile, so dealing with them can ensure customers a much smoother experience. 43% of customers faced frustrations while dealing with AI, whereas only 26% said the same for real life customer service representatives. These stats are hard to ignore given how they can impact the customer journey.

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