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UK customers prefer human support over AI despite automation push - PPC Land
8x8 CPaaS
October 18, 2025
medium impact
UK customers prefer human support over AI despite automation push A recent study by 8x8_cpaas reveals that UK customers still prefer human support over AI-driven solutions, despite the increasing trend of automation in customer service. The research highlights the importance of maintaining a balance between automation and human interaction to meet customer expectations. This finding has significant implications for CPaaS providers, as it underscores the need for robust human support capabilities alongside AI technologies. The study also suggests that businesses should invest in training and development for their support teams to ensure high-quality customer interactions.
Key Takeaways
- arrow_right_alt UK customers prefer human support over AI despite automation push
- arrow_right_alt Balancing automation and human interaction is crucial for customer satisfaction
- arrow_right_alt CPaaS providers need robust human support capabilities
- arrow_right_alt Investing in support team training is essential for high-quality customer interactions