Four out of five customers prefer human over bots: Study

Nearly four out of five customers in India prefer human chat agents to solve their problems for their smarter solutions than their chatbot counterparts, said a study by IT services company Amdocs & Forrester Consulting.

The study noted that 79% of the 1,000 odd customers in India and 7,000 users globally said they would prefer to speak to a human since human agents better understand their needs and can answer multiple questions. It was conducted amongst customers in India and other countries in Asia, the US, Europe and 30 artificial intelligence decision makers from telecom majors and pay-TV providers.