AI vs. Prices: Shoppers’ Surprising Decisions in New Poll

It’s not a surprise that shoppers prefer the human touch – but a surprising new poll shines new light on this preference. New data from 8×8 reveals most customers will choose a person over a machine. However, this loyalty has a clear financial limit. Many consumers will switch to AI for a tangible discount. This significant behavioral shift challenges many modern brands, perhaps even yours.

The Human Connection Remains Strong

The recent 8×8 Streetview survey delivered an overwhelming result. Specifically, 83% of UK respondents prefer talking to human agents. Only a small 4% would choose a chatbot or virtual agent. Therefore, the demand for the human touch is very clear.

Furthermore, this trend is largely consistent across regions. Scotland and Wales showed the highest support for people. Complex and urgent queries especially require human reasoning. Customers also seek empathy and understanding. Thus, human agents remain vital for sensitive issues. This highlights AI’s current limitations in emotional context.

Money Talks: Price-Driven Customer Shifts

The customer preference for people is not absolute – cost savings can strongly motivate customers. Over one-third of UK consumers would choose AI customer service if it leads to lower prices. In fact, 45% of customers will accept AI-supported Customer Service when price is a factor. Londoners were also the most receptive to the cost-benefit, perhaps reflecting the more tech-friendly population.

The Future of Blended CX Strategy

This survey data offers a crucial insight for eCommerce brands. Ultimately, the goal is not to fully replace human agents. Instead, companies must smartly empower their current staff. AI tools should function as a valuable teammate. They can quickly handle simple, repetitive requests. Consequently, this frees up humans for complex, nuanced tasks.

They can then deliver essential empathy and problem-solving. Thus, the most successful customer experience strategies blend both human and machine. Companies must find the perfect, value-driven balance. This smart integration delivers both cost savings and quality service.

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