Category: Technology | Published: 2026-03-05
The Trust Gap Between AI and Human Support
Despite the rapid adoption of AI-powered chatbots, virtual assistants and automated support systems, consumers remain overwhelmingly sceptical about relying on artificial intelligence for customer service. Multiple surveys published in early 2026 paint a consistent picture: people still prefer speaking to a human being when they need help.
What the Data Shows
A SurveyMonkey study found that 79 per cent of Americans prefer human customer service over AI. According to Qualtrics' 2026 Customer Experience Trends report, only 29 per cent of consumers trust organisations to use AI responsibly in customer service interactions. Verizon's research found that satisfaction levels sit at 88 per cent for human interactions compared with just 60 per cent for AI-only encounters.