"For all the hype around artificial intelligence, one truth keeps surfacing in customer experience research: most people still want to talk to a human - at least when the stakes are high. Yet comfort with bots is rising fast, and the generational and industry lines are starting to tell a more nuanced story. Recent surveys from Gartner, Zendesk, Verint, Pew Research and others paint a complex picture of how consumers are adapting to conversational AI in 2025."
"Dig deeper: Agentic commerce is here and consumers want to use it to help find deals But that resistance is softening. Zendesk's 2025 CX Trends report, based on more than 10,000 consumers in 22 countries, shows two-thirds of respondents are eager to offload routine service tasks to a personal AI assistant, and 64% say they trust bots more when they sound "human-like.""
Most consumers still prefer talking to humans for high-stakes customer service, reflecting caution tied to early flawed AI experiences. Gartner found 64% of global consumers would prefer companies not use AI for customer service. Zendesk found two-thirds of consumers want to offload routine tasks to personal AI assistants, and 64% trust bots more when they sound human-like. Many organizations adopt a 'bot for speed, human for judgment' approach, with about 49% of U.S. CX leaders expecting bots to perform intent checks and escalate to humans. Generational and industry differences are shifting comfort levels with conversational AI in 2025.
Read at MarTech
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