Key Takeaways 51% of U.S. small businesses have now adopted AI for customer service, but 83% would still prefer speaking to a real person rather than an AI.
Businesses risk losing trust, sales and customer loyalty when they rely primarily on AI for customer service.
When customers contact a business, they want empathy, warmth, understanding and genuine connection — things AI struggles to provide. AI should empower your people, not replace them.
Across industries, from healthcare to real estate, and law to local services, businesses are racing to adopt AI because the pressure to do so is real — fear of being left behind is a serious motivator. Artificial intelligence promises efficiency, increased productivity and cost savings. It can analyze data faster than any human, streamline workflows and optimize processes that once took hours.
And it’s working: 51% of U.S. small businesses have now adopted AI for customer service, chasing the dream of instant replies, lower overheads and “smarter” interactions.
But here’s the uncomfortable truth: Customers aren’t chasing the same dream.
People still want to talk to people. And that’s a non-negotiable.
AI is rising — but trust is falling
According to a recent AnswerConnect and OnePoll survey of 6,000 adults, 83% would still prefer speaking to a real person rather than an AI when contacting a business. That preference climbs even higher in industries where trust matters most — healthcare (89%), law (87%) and local services (85%) like plumbers, electricians, gardeners, etc.
In other words, the very places where empathy is essential are the places people least want to hear a bot.
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