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70% of people are sick of talking to AI -- where did all the humans go?

Date:
Thu, 26 Jun 2025 12:09:00 +0000

Description:
Most customers prefer to speak with real human agents rather than AI -- only
one country comes close to a near 50:50 preference for both.

FULL STORY

According to new research from Okta, 70% of consumers prefer interacting with
humans, with only 16% opting for AI agents over humans. 

In the UK, this trend is even more pronounced, with just 11% preferring AI
agent interactions and one in two (54%) not even trusting AI with their
personal data. 

Moreover, barely one in three (36%) see any real benefit in AI agents
altogether, suggesting that the productivity-enhancing technology might not 
be at its most useful in customer service settings.

Consumers just want humans

Artificial intelligence is most valued in language translation, research and
writing  outputs that are task-orientated, rather than the transactional
conversations that are typical of customer service agents. 

Globally, Okta found that the ratio of those who prefer humans to those that
prefer AI stands at 4.4:1, however countries like the US (4.2:1), Japan
(3.4:1) and India (1.1:1) were less worried about talking with humans. Still,
no country scored higher for AI, highlighting the importance of human
interaction and involvement in customer service. 

Okta also compared generations, with baby-boomers hugely less likely to want
to talk to AI (41.5:1) -- way more than Gen X (9.8:1), Millennials (3.2:1) and
Gen Z (2.3:1). 

Quite simply, it's the human touch that gives humans the upper edge  'A human
understands my needs better', said two in three (64%) respondents. 
Frustration when dealing with AI agents was also a significant frustration
(38%). 

However, there are some benefits to interacting with AI, including quicker 
and more streamlined responses without emotional bias. 

Looking ahead, Okta calls for a measured and calculated approach to AI 
agents, building security and privacy-first initiatives into them from the
get-go. "Finally, dont overlook the value of human agents  if one thing is
clear from the survey, its that users still value that human connection," the
report concludes.

======================================================================
Link to news story:
https://www.techradar.com/pro/70-percent-of-people-are-sick-of-talking-to-ai-w
here-did-all-the-humans-go

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