Preferences for human connection vs. automation in customer service in Belgium 2023

Consumers in Belgium gave insight into whether they prefer human connection or an automated customer service in 2023. The preferences varied depending on the respondents age group, with Generation Z preferring human interaction when contacting a company, and Baby boomers expecting that the least. Millennials, more than 60 percent, preferred the automated system for solving simpler issues.

2023年，比利时消费者就他们更倾向于人际连接还是自动化客户服务分享了见解。偏好因受访者的年龄组而异，Z世代在联系公司时更偏好人际互动，而婴儿潮一代对此期望最低。相比之下，千禧一代中超过60%的人更偏好自动化系统以解决简单问题。