{"id":13269,"date":"2025-01-21T16:16:16","date_gmt":"2025-01-21T16:16:16","guid":{"rendered":"https:\/\/www.answerconnect.com\/blog\/?p=13269"},"modified":"2025-11-27T11:14:50","modified_gmt":"2025-11-27T11:14:50","slug":"people-vs-bots-how-your-customers-really-feel","status":"publish","type":"post","link":"https:\/\/www.answerconnect.com\/blog\/business-tips\/people-vs-bots-how-your-customers-really-feel\/","title":{"rendered":"People vs Bots: How your customers really feel about AI"},"content":{"rendered":"\n<p>In 2025, the vast majority of digitally connected people have had some interaction with AI. Companies across every industry have experimented with AI tools to help streamline their workload, aid content creation, analyze data, and more.&nbsp; AI can improve efficiency and even revolutionize the way industries do business \u2013 but how do people feel about doing business with bots?<\/p>\n\n\n\n<p>Some of the most influential minds in tech have expressed their concerns about AI and the impact it might have on humankind:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Geoffrey Hinton, known as the \u201cgodfather\u201d of AI, resigned from Google in 2023 and <a href=\"https:\/\/www.nytimes.com\/2023\/05\/01\/technology\/ai-google-chatbot-engineer-quits-hinton.html\" target=\"_blank\" rel=\"noreferrer noopener\">said he regrets his contribution to the technology.<\/a><\/li>\n\n\n\n<li>Apple co-founder Steve Wozniak was one of thousands who signed a letter issued by the non-profit Future of Life Institute calling for a <a href=\"https:\/\/time.com\/6266679\/musk-ai-open-letter\/\" target=\"_blank\" rel=\"noreferrer noopener\">pause in AI development.&nbsp;<\/a><\/li>\n\n\n\n<li>Mo Gawdat, author and former Chief Business Officer at Google, has expressed urgent concerns about the<a href=\"https:\/\/www.youtube.com\/watch?v=bk-nQ7HF6k4\" target=\"_blank\" rel=\"noreferrer noopener\"> impact of unrestrained AI development.&nbsp;<\/a><\/li>\n<\/ul>\n\n\n\n<p>Big-name tech influencers have made their concerns clear. We wanted to find out more about public opinion, so we commissioned OnePoll to explore consumer attitudes towards AI. The results showed that, overwhelmingly, <strong>people want to keep it real.&nbsp;<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/iStock-1795118711-1024x683.jpg\" alt=\"\" class=\"wp-image-13271\" srcset=\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/iStock-1795118711-1024x683.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/iStock-1795118711-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/iStock-1795118711-768x512.jpg 768w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/iStock-1795118711-1536x1024.jpg 1536w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/iStock-1795118711-2048x1365.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Humans are social; we like to interact, which is why AI systems are designed to sound and act just like us. But in an increasingly digital world, where we automate so much of our daily lives, do we give away too much of the human experience?&nbsp;<\/p>\n\n\n\n<p>Many businesses prioritize convenience over building connections. With automated phone services, website chatbots, and AI customer service agents, it has become increasingly difficult to speak to a real person. But with so many solutions available, we have discovered that customers still crave personal, human-centered service. Let\u2019s take a look at some of the reasons why.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>More than \u2153 of people have been misled by an AI system <\/strong>&nbsp;<\/h2>\n\n\n\n<p>People are concerned about AI\u2019s capacity for deception \u2013 and for good reason. More than <strong>\u2153 of people have been misled <\/strong>into believing they were interacting with a real person when they were actually interacting with AI. While online conversations don\u2019t always guarantee transparency, before AI chatbots, you could always trust that they were, at least\u2026 a real person.&nbsp;<\/p>\n\n\n\n<p>In a world that\u2019s increasingly driven by tech and AI, authentic customer connection \u2014 the kind that is personal, empathetic, and human-centered \u2014 has never been more powerful or more distinct.<\/p>\n\n\n\n<p>Technology can streamline, enhance, and even support our human connections, but it <a href=\"https:\/\/www.answerconnect.com\/blog\/resources\/real-receptionists-vs-bots\/\">can\u2019t replace genuine empathy, intuition, and care<\/a>. It\u2019s what makes your business stand out\u2014people want people who truly care, not to be misled by a bot.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"380\" src=\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/6.png\" alt=\"Image text: 84% think that there should be clear labeling to notify people when they are interacting with an AI system. \" class=\"wp-image-13281\" srcset=\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/6.png 1024w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/6-300x111.png 300w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/6-768x285.png 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>AI systems are designed to sound human-like to increase user attention and trust in the tool. This is the manipulation of our most fundamental human instincts. An <a href=\"https:\/\/www.jstor.org\/stable\/10.1086\/209566\" target=\"_blank\" rel=\"noreferrer noopener\">early study published in the Journal of Consumer Research in 2000<\/a> showed that users are more likely to share personal information with a chatbot if they feel it is also sharing information about itself. But AI systems don\u2019t have personal information to share. Sharing fictional personas and information to gain consumer trust is misleading \u2013 and people don\u2019t want to be deceived. Our survey revealed that <strong>84% of people want AI to be clearly labeled <\/strong>so they can be notified when they interact with an AI model.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>More than half of people are concerned about AI\u2019s capacity for fraud, identity theft, and manipulation&nbsp;<\/strong><\/h2>\n\n\n\n<p>People have real worries about the impact AI might have on their daily lives. According to our research, fraud (56%), identity theft (55%)&nbsp; and manipulation (50%) concerns us most. But we\u2019re also worried about the wider societal impact of AI developments. More than<strong> \u2153 of people are concerned about how AI might affect their employment<\/strong> in the future, and <strong>35% of people are concerned that that AI could result in a lack of social skills<\/strong><strong>.<\/strong><strong>&nbsp;<\/strong><\/p>\n\n\n\n<p>With such potential for damage, it is clear to see why<strong> 70% of people surveyed agreed that there should be stricter regulations<\/strong> when it comes to the development of AI technologies.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"380\" src=\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/Stats-Single-2.png\" alt=\"\" class=\"wp-image-13586\" srcset=\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/Stats-Single-2.png 1024w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/Stats-Single-2-300x111.png 300w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/Stats-Single-2-768x285.png 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><strong>&nbsp;<\/strong>The vast majority (79%) of people surveyed said they would rather speak to a real person over AI. Human preference is particularly prevalent when the stakes are high. When contacting a law firm, <strong>82% of people wanted to speak to a real person, <\/strong>and <strong>in healthcare, 81% preferred to speak to a human over AI.<\/strong> But, we see similarly high numbers <strong>for real estate agents (70%) and local services (69%).<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"380\" src=\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/Stats-Single-1.png\" alt=\"\" class=\"wp-image-13285\" srcset=\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/Stats-Single-1.png 1024w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/Stats-Single-1-300x111.png 300w, https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2025\/01\/Stats-Single-1-768x285.png 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>According to research by Gartner, <a href=\"https:\/\/www.gartner.com\/en\/doc\/3874972-realizing-the-benefits-of-superior-customer-experience-a-gartner-trend-insight-report\" target=\"_blank\" rel=\"noreferrer noopener\">80% of businesses expect to compete with each other based on customer experience.<\/a> But, understanding what the best customer experience looks like can be challenging. Does the efficiency of chatbots and the availability of AI agents keep customers happy? We don\u2019t think so. <strong>Only 8% of people said that their problem was resolved after speaking to an AI customer service tool<\/strong>, which means that in many cases, people need to speak to a human anyway. This frustrating process could be the reason that <strong>42% of people said they would trust a business less if they used AI for customer service.&nbsp;<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Connection is the answer<\/strong><\/h2>\n\n\n\n<p>There\u2019s a word that always comes up when talking about what makes great customer service: empathy. AI can\u2019t truly be empathetic; people can. This is why AnswerConnect stands for <strong>people first<\/strong>, because <strong>human connection<\/strong> is the fundamental, irreplaceable element in building a brand that customers trust.<\/p>\n\n\n\n<p>While AI can help businesses achieve great things in many areas, we don\u2019t believe customer service is one of them. Having a team of friendly receptionists committed to helping customers creates a <a href=\"https:\/\/www.answerconnect.com\/why\" target=\"_blank\" rel=\"noreferrer noopener\">warm and helpful brand experience<\/a> that makes customers want to return.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">We&#8217;re keeping it real by keeping customer service human. <\/h3>\n\n\n\n<p>Source: OnePoll 2024<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Discover valuable statistics on how your customers really feel about AI. We conducted research with OnePoll to get the freshest insights. <\/p>\n","protected":false},"author":17,"featured_media":13270,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"wl_entities_gutenberg":"","footnotes":""},"categories":[15],"tags":[149,98,37,377],"wl_entity_type":[273],"class_list":["post-13269","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-tips","tag-ai","tag-customer-experience","tag-customer-service","tag-people-vs-bots","wl_entity_type-article"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>People vs Bots: How Your Customers Feel About AI - AnswerConnect Blog<\/title>\n<meta name=\"description\" content=\"Discover valuable statistics on how your customers really feel about AI. 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