64% of consumers prefer AI in customer support, 53% favour hybrid Human-AI solutions; Kapture CX Report

64% of people prefer some level of AI involvement in their customer service journey, revealed Kapture CX survey. The survey further found that 53% of respondents favoured a mix of human agents and AI-driven bots, indicating a strong preference for a hybrid approach.

While hybrid support systems were the most popular, 30% of respondents preferred human-only support, particularly in industries like healthcare and financial services, where empathy and trust are crucial. The survey also showed that 11% of respondents were comfortable with AI-only support, reflecting the ongoing acceptance of AI-powered tools in customer service.