ServiceForge Report Measures Consumer Attitudes Toward AI-Driven Customer Service

PORTLAND, Ore. — ServiceForge has released a research report examining consumer attitudes toward artificial intelligence in customer service. The report, titled “Keep Service Human,” analyzes survey data on preferences for AI versus human interaction.

According to the survey, 85% of respondents said they prefer to speak with a real person when contacting a local service business. One in three respondents said they would hang up immediately if they reached an AI bot.

“AI has a role to play in automating back-office tasks and improving efficiency,” said Jane Blanchard, head of brand and marketing for ServiceForge. “But when a customer is calling because their heat is out or their basement is flooding, they want things AI can’t deliver: empathy, understanding and reassurance.”

The report also found that 83% of respondents said they have asked to speak with a human representative instead of interacting with AI, and 54% described AI-powered customer service as frustrating. Seventy-three percent said resolving their issue was more important than how quickly the call was answered.

While the company focuses on skilled trades and home services, respondents reported similar attitudes toward AI use in health care, real estate and legal services, according to the report.

Blanchard said the data indicates customers are more likely to leave positive online reviews and express trust in companies that provide human-led customer service.

The full report is available on the company’s website at https://www.serviceforge.com/ai-report.