Preferences for human connection vs. automation in customer service in the U.S. 2023

Consumers in the United States gave insight into preferences and expectations they have when it comes to online customer service in 2023. In general, more than 60 percent of American consumers preferred an automated service for solving simple issues, while almost 60 percent of consumers expected a human to respond when directly contacting a company. Millennials were the generation which where most likely to prefer the automated service, as well as expecting the human interaction when contacting a company.

2023年，美国消费者对其在线客户服务的偏好与期望提供了洞见。总体而言，超过60%的美国消费者倾向于选择自动化服务以解决简单问题，而近60%的消费者在直接联系公司时则期望得到人类的响应。千禧一代成为最有可能偏好自动化服务并期待与公司接触时进行人际互动的群体。