You've seen the stat: 93% of customers say they prefer talking to humans over AI. Gartner found 53% would consider switching to a competitor if they learned a company uses AI for customer service.
And now you're stuck. You're missing calls—maybe 60%, maybe 80%—because you can't answer while you're on a job site or with another customer. You know you need help. But will your customers hate you if a robot picks up?
We had the same question. So instead of guessing, we analyzed 130,175 actual customer service calls. Not surveys about what people say they prefer. Real calls showing what they actually do.
The answer surprised us. And it'll probably surprise you too.
The Big Question: What Do Customers Actually Want?
The Headline Numbers Tell One Story
The preference statistics look overwhelming at first glance. That 93% number suggests customers want nothing to do with AI. But dig deeper into the data and a more nuanced picture emerges.
Recent research found that when given actual choices:
- 49% prefer interacting with a real person
- 12% prefer AI chatbots
- 25% say it depends on the situation
- 14% have no strong preference
That's a very different story than "everyone hates AI."
But Context Tells Another
Here's where it gets interesting: 51% of customers prefer AI bots when they're seeking immediate service. Speed wins.
The same people who say they prefer humans will choose the AI option when:
- They need a quick answer (business hours, pricing, location)
- It's outside business hours
- They don't want to wait on hold
- The question is straightforward
We analyzed 130,175 customer service calls from 47 home services businesses over seven months. The data shows customers don't care whether AI or a human answers—they care whether they get helped quickly and accurately.
The preference isn't AI vs human. The preference is instant and helpful vs slow and frustrating. 62% of US adults now use voice assistants regularly, showing broad familiarity with AI interactions.
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Get Started FreeAge Isn't Just a Number: Generational Preferences
Gen Z and Millennials: The Self-Service Generation
The generational divide in customer service preferences is real and significant.
Gartner's survey of 6,138 customers found that 38% of Gen Z and millennial customers will give up on resolving an issue entirely if they can't solve it through self-service. Compare that to just 11% of baby boomers who abandon issues when self-service fails.
Younger customers grew up with smartphones and expect instant, on-demand service. They're comfortable with AI interfaces and often prefer them for simple interactions.
According to CivicScience, Gen Z (ages 18-24) has the highest favorability toward chatbots at 37%, while those 55 and older show just 7% favorability.
And chatbots are improving in the eyes of consumers across all ages: 44% now find them at least somewhat helpful, up from 34% in 2022.
Baby Boomers: Not Anti-AI, Just Pro-Human
Here's what the data doesn't show: older customers rejecting AI entirely.
Baby boomers want human service for complex or important issues. But they'll use AI for simple tasks like checking hours or confirming an appointment. The difference is their threshold—they want a human available sooner than younger customers do.
Over half (55%) of baby boomers said they'd only give up when they couldn't find an answer after contacting multiple people. They're persistent, and they expect human help when issues get complicated.
The Surprising Commonality
Despite generational differences, one preference is universal across all age groups: customers want the option to reach a human when AI can't help.
Research shows that 77% of people are more willing to engage with AI if they know how to connect with a real person when needed. That number holds across generations. 51% actually prefer AI bots when seeking immediate service.
Even Gen Z, the most AI-friendly demographic, still picks up the phone when facing a complex problem. About 70% prefer calling for issues that can't be resolved quickly through self-service.
The takeaway: Give customers AI for speed and efficiency, but make the path to a human agent crystal clear.
Context Is Everything: When Customers Prefer AI vs Human
When Customers Want AI: Speed Wins
Customers prefer AI for straightforward interactions where speed matters more than personalization.
The numbers are clear:
- 74% of customers prefer chatbots for simple questions
- 62% prefer chatbots over waiting for human agents
- 51% choose AI for immediate service needs
AI excels at routine tasks:
- Business hours and location
- Pricing information
- Appointment scheduling
- Order status checks
- Account balance inquiries
- Common FAQs
In our analysis of 130,175 calls from 47 home services businesses, 15.9% contained urgency language like "emergency," "urgent," or "ASAP." For these time-sensitive calls, customers valued instant response over human interaction. An AI receptionist that answers in under 5 seconds beats a human receptionist who picks up after 30 seconds—and it definitely beats voicemail.
When Customers Want Humans: Complexity Wins
The preference flips for complex, nuanced, or emotionally charged interactions.
A recent survey found that 53% of consumers believe solving complicated problems is where AI performs worst. When issues require judgment, empathy, or creativity, customers want humans.
Customers seek human agents for:
- Complex troubleshooting
- Complaints and disputes
- Emotional or sensitive situations
- Negotiating pricing or terms
- Custom requests outside standard offerings
- Situations requiring judgment calls
Interestingly, the same survey found that 78% say humans resolve customer service problems faster and 84% say humans resolve problems more accurately. But this doesn't contradict the speed preference above—it reflects different types of problems. Humans resolve complex issues better. AI resolves simple issues faster.
The Speed vs Accuracy Tradeoff
Here's the nuance: customers don't want AI or humans. They want the right tool for the right job.
For a customer calling at 9 PM about whether you service their area, AI is perfect—instant answer, problem solved. For a customer whose emergency AC repair went wrong and they're frustrated, they need a human who can listen, empathize, and solve a messy problem.
The businesses getting this right don't ask customers to choose. They use AI as the front line for speed, with seamless handoff to humans when complexity requires it.
The Transparency Factor: Should You Disclose Your AI?
The Transparency Paradox
One of the most critical factors in customer satisfaction with AI—and one most businesses overlook—is transparency about AI use.
The data here is eye-opening: 81% of UK consumers believe AI use in customer service should be disclosed. And 75% of businesses believe lack of transparency will lead to increased customer churn.
But here's the paradox: MIT Sloan Management Review research across 13 experiments found that people who disclose their AI usage are initially trusted less than those who don't.
So why disclose?
What Happens When Customers Discover Hidden AI
Because the alternative is worse.
When customers eventually realize they've been talking to AI without being told—and they usually do figure it out—satisfaction plummets and trust evaporates.
Disclosed AI, when implemented well, achieves roughly 90% customer satisfaction. Hidden AI that customers discover later drops to around 70% satisfaction. The trust damage is real and lasting.
If customers know from the start they're talking to AI, they calibrate their expectations appropriately. They understand limitations and feel respected rather than deceived.
Best Practices for Disclosure
Regulatory requirements are also pushing businesses toward transparency. California, Utah, and Colorado now require AI disclosure in customer service. The FTC has warned that undisclosed AI use misleads consumers and could face enforcement action.
How you disclose matters as much as whether you disclose:
- Make it clear upfront: "Hi, I'm an AI assistant trained to help with..."
- Explain capabilities: "I can help you with scheduling, pricing, and common questions"
- Show the exit: "I can transfer you to a team member anytime if you need additional help"
- Use plain language: Not buried in terms and conditions
Companies like HSBC have implemented AI chatbots that explain their reasoning—for example, why a transaction was flagged as suspicious. This transparency improved customer satisfaction because users felt informed and in control, not manipulated by a black box.
Industry Perspective: What Service Business Customers Want
For service businesses—contractors, plumbers, electricians, HVAC techs—customer preferences lean heavily toward speed for routine interactions.
Speed Trumps Small Talk for Scheduling
When a homeowner needs to schedule a quote or book a service appointment, they don't need (or want) a lengthy conversation. They want it done fast.
In our analysis of 130,175 calls from 47 home services businesses, 25.4% explicitly requested callbacks. Another 7.7% were scheduling requests. These customers just wanted to get on the calendar.
They don't care whether AI or a human books the appointment. They care that it happens quickly and correctly.
The Emergency Call Factor
Emergency service calls tell a different story. These are the 15.9% of calls in our data that contained urgency language.
When a pipe has burst or the AC died in 95-degree heat, customers need immediate help. These calls average $4,200 in revenue—significantly higher than routine work. Missing even one emergency call per week costs a contractor roughly $16,800 per month in lost revenue.
For emergencies, speed of answer is critical (AI wins), but so is routing to the right human immediately (hybrid model wins).
One plumber in our study had 76 missed calls in a single month. His response: "I didn't even know I was missing that many calls until I saw the data. I just thought business was slow."
Those weren't customers who cared about AI vs human. Those were customers who cared about getting help—and went elsewhere when no one answered.
The Winner: Hybrid AI + Human Model
Why Hybrid Works Best
The data increasingly points to a clear winner: hybrid models that combine AI efficiency with human expertise.
Research shows that 42% of customers appreciate a combination of human and AI support. And remember that 77% stat—people are more willing to engage with AI if they know they can reach a human when needed.
Major companies have embraced this model. Amazon and Bank of America use systems where AI chatbots handle roughly 80% of initial customer inquiries, while human agents step in for the 20% that require judgment, empathy, or complex problem-solving. Twilio's research found 63% of organizations have fully deployed conversational AI, with a 31-point satisfaction gap between what businesses think and what customers experience.
Zendesk's CX Trends 2025 report shows human-centric AI drives loyalty, with customers responding best to AI that complements rather than replaces human service. This approach delivers:
- AI speed for routine questions (instant response, 24/7 availability)
- Human empathy for complex issues (understanding, flexibility, judgment)
- Cost efficiency (AI handles volume, humans focus on high-value interactions)
- Customer satisfaction (right tool for the job)
Real-World Implementation
The hybrid model works because it stops forcing customers to choose between speed and quality.
A customer calling about your business hours gets an instant answer from AI. A customer calling about a billing dispute gets routed to a human who can listen to the situation and make a judgment call.
Both customers are satisfied because they got what they actually needed—not what a rigid "AI-only" or "human-only" system could provide.
The key is making the handoff seamless. Customers shouldn't have to navigate a phone tree maze or repeat their information. The AI should recognize when a human is needed and transfer smoothly, with context.
How NextPhone Delivers the Best of Both Worlds
Here's what we learned building NextPhone: customers don't care who answers. They care that someone answers, fast, with the right information.
Every call gets answered by our AI virtual receptionist in under 5 seconds—faster than any human receptionist or traditional answering service (which averages 30+ seconds). The AI is transparent: customers know they're talking to a virtual assistant trained specifically on your business.
The result? 98% caller satisfaction. Most callers can't tell the difference—and the ones who can don't care, because they got their answer in 10 seconds instead of waiting on hold.
For routine questions, the AI handles everything: business hours, pricing, service areas, appointment booking. For urgent calls or anything complex, instant transfer to your phone with full context. No phone tree. No "please hold."
Setup takes a few minutes. $199/month flat—compared to $2,900/month for a human receptionist who only covers 40 hours a week.
The fear that your customers will hate AI? Our data says they won't even notice. What they will notice is that someone finally answered the phone.
Frequently Asked Questions
Do most customers prefer AI or human receptionists?
It depends on context. When asked directly, 93% say they prefer humans. But when customers need immediate service, 51% choose AI. And 25% say it depends on the situation—which is the most accurate answer. Customers don't have a blanket preference; they want the best tool for the specific job. AI for quick answers, humans for complex problems.
Are younger generations more comfortable with AI customer service?
Yes. Gen Z (ages 18-24) shows 37% favorability toward chatbots, compared to just 7% for customers 55 and older. According to Gartner, 38% of Gen Z and millennials will abandon an issue if they can't self-serve, versus only 11% of baby boomers. However, even Gen Z prefers humans for complex issues—about 70% will call when self-service can't resolve their problem. The difference is younger customers have a higher threshold for when they need that human help.
Should I tell customers they're talking to AI?
Absolutely. 81% of consumers believe AI use should be disclosed, and multiple states (California, Utah, Colorado) now legally require it. Disclosed AI achieves roughly 90% customer satisfaction when implemented well, while hidden AI discovered later drops to 70% as trust erodes. Be transparent upfront: "Hi, I'm an AI assistant who can help with..." and always show customers how to reach a human if they need one.
When do customers prefer AI over humans?
Customers prefer AI for simple, straightforward tasks where speed matters: checking business hours (74% prefer chatbots for simple questions), pricing information, appointment scheduling, order status, and account balances. They also prefer AI over waiting on hold—62% would rather engage with a chatbot than wait for a human agent. After-hours availability is another AI advantage, since 24/7 beats business-hours-only.
When do customers want to talk to a human?
Customers seek human agents for complex issues (53% say AI performs worst here), complaints and emotionally charged situations, negotiations or custom requests, and problems requiring judgment or flexibility. Research shows that 84% believe humans resolve problems more accurately for these types of interactions. The key finding: 77% are more willing to use AI if they know they can easily reach a human when needed. The option matters as much as the AI itself.
How much does an AI receptionist cost compared to hiring someone?
A full-time human receptionist costs roughly $35,000 per year (about $2,900/month) plus benefits, training, and coverage for sick days and vacations. Traditional answering services run $500-800/month for limited call volumes with overage fees. AI receptionists like NextPhone cost $199/month for unlimited calls with 24/7 coverage. For context, the average home services contractor in our analysis loses $21,700 per month from missed calls alone.
What Happens If You Keep Waiting
While you're researching whether customers prefer AI or humans, your competitors are answering the calls you're missing.
That plumber in your town with AI answering? He's booking the 10 PM emergency you sent to voicemail. The HVAC company with 24/7 coverage? She's capturing the $4,200 summer AC jobs you never knew about.
Our data shows the average contractor loses $21,700/month to missed calls. Not because customers hate AI—because nobody answered at all.
The question isn't "AI or human?" The question is "answered or voicemail?"
The Bottom Line
Customers don't prefer AI or humans as absolute categories. They prefer solutions that respect their time and solve their problems.
The 93% who "prefer humans"? Watch what they actually do: 51% choose AI when they need immediate answers. 74% prefer chatbots for simple questions. And 62% would rather talk to AI than wait on hold.
Your customers won't hate AI. They'll hate voicemail. They'll hate waiting. They'll hate calling three times and never getting through.
The businesses winning in 2026 aren't debating AI vs human. They're answering every call while their competitors send customers to voicemail.
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