Four in five shoppers still prefer a human over a bot
80%
prefer human representative
StatTrends
80% of people still prefer speaking with a human representative when shopping, and 87% value experiences that foster connection with themselves or others. The more synthetic the landscape gets, the more the human touchpoint differentiates.
Source
VML, The Future 100: 2026 (2026)
VML Intelligence (Emma Chiu, Marie Stafford)
VML Intelligence SONAR, The Future 100: 2026, foreword, s. 3
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