B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
45%
45% -- consumer preference for human interaction in customer care for consumers (2025)
45% of consumers still prefer interacting with an actual person in customer care.
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
45%
Unit
Percentage
Data Vintage
2025
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Gladly and Execs In The Know
Primary
Tier B
https://execsintheknow.com/blog/building-support-center-morale-in-the-age-of-ai/ ↗
Source Article
Building Support Center Morale in the Age of AI
Many executives recognize the efficiency gains AI can offer customer experience (CX) teams, but frontline employees may have reservations about adopting this technology. CX leaders need to address these concerns head-on, ensuring a smooth transition and fostering excitement about AI’s potential to e…
Original Research
Gladly and Execs In The Know
· Original study ↗
Methodology
Research report by Gladly and Execs In The Know
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
consumers: 45% consumer preference for human interaction in customer care. Source: Gladly and Execs In The Know (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/consumers-prefer-human-customer-care-45
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<blockquote cite="https://lighthousedata.io/data/consumers-prefer-human-customer-care-45" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>45%</strong> -- consumer preference for human interaction in customer care for consumers<br><small>Source: Gladly and Execs In The Know (2025) · <a href="https://lighthousedata.io/data/consumers-prefer-human-customer-care-45" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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