Report: UK Customers Still Prefer Human Support Over AI

Core Insights - UK consumers prefer human support over AI, with 83% favoring real person interactions compared to only 4% for virtual agents or chatbots [2][15][3] - Financial incentives can shift consumer preferences, as over 30% would consider using AI if it resulted in lower prices [4][9] Consumer Preferences - A significant majority (75%) of respondents across the UK prefer human interaction for urgent issues, with no region reporting below 76% support [3] - For non-urgent matters, support for AI increases slightly, indicating a nuanced view on the use of technology [3] Regional Variations - Londoners show the highest price sensitivity, with 45% more likely to accept AI if it reduces costs, followed by Newcastle (39%) and Wales (36%) [5] - In contrast, only 20% of Scots indicated that discounts would influence their preference for AI [5] Demographic Insights - Younger demographics (25-34 years) are more open to hearing a relative's voice in customer interactions, with 48% in favor, while only 12% of those aged 55 and older support this idea [6][8] - Among 16-24 year olds, 7% prefer AI assistance, and 17% have no preference, suggesting a generational divide in attitudes towards AI [8] AI Integration in Customer Experience - The 8x8 platform integrates AI to enhance customer experience, supporting human agents with real-time assistance and workflow automation [10] - The approach emphasizes empowering agents rather than replacing them, aligning with customer expectations for a balanced service model [9]