64% of people prefer some level of AI involvement in their customer service journey, revealed Kapture CX survey. The survey further found that 53% of respondents favoured a mix of human agents and AI-driven bots, indicating a strong preference for a hybrid approach.
While hybrid support systems were the most popular, 30% of respondents preferred human-only support, particularly in industries like healthcare and financial services, where empathy and trust are crucial. The survey also showed that 11% of respondents were comfortable with AI-only support, reflecting the ongoing acceptance of AI-powered tools in customer service.
“The findings reinforce the idea that while AI is transforming customer experience at scale, human agents are still vital to ensuring empathy and personalisation. We’re seeing businesses balance automation and human support, which ultimately improves the quality of customer interactions and strengthens long-term loyalty,” Vikas Garg, co-founder and CPO, Kapture CX, said.
However, the results indicate that as AI technologies continue to advance, customer trust and satisfaction with fully automated systems are likely to grow. Only 6% of respondents expressed indifference to the type of support medium, focusing more on the speed and efficiency of resolution rather than the nature of the interaction.