Intradiem’s latest research highlights a significant disconnect between contact center leaders’ priorities and consumer preferences. According to the findings, 92% of customers prefer interacting with human agents over AI-driven bots in contact centres. While businesses are increasingly focused on the efficiencies promised by AI and call bots, consumers express a strong preference for human interaction when seeking support.
The research reveals that this misalignment could negatively impact customer satisfaction and business success if not addressed. Key insights include that 89% of customers would sever ties with a brand due to poor customer service, 78% are willing to pay more for better service, and 60% believe customer service is more important than the product itself.
Jennifer Lee, President and co-CEO of Intradiem, emphasised that many companies are reducing human customer service teams in favor of AI, a move she warns could lead to dissatisfied customers, weakened brand loyalty, and poor business outcomes. The research also found that 90% of consumers are more loyal to brands that invest in customer service.
Common frustrations, such as multiple billing errors and the need for repeated calls to resolve issues, are top reasons customers might abandon a brand. Lee stressed that businesses must recognise the value of human agents in supporting customer satisfaction and overall brand loyalty.