A recent survey conducted by Callvu, a customer experience platform, revealed that despite the prevalence of AI chatbots in customer service, 81% of respondents still prefer to speak with a human representative. The survey also highlighted desired wait times, with the majority of respondents indicating a willingness to wait between one and 11 minutes for a human agent. The survey suggests that while AI chatbots excel at simple tasks, human agents are perceived as better equipped for complex problem-solving and effective issue resolution. Additionally, customers expressed a desire to vent frustrations to human representatives and were skeptical about the deployment of chatbots, believing it was primarily to save money and eliminate jobs.

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