B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
25%
25% -- share of customers saying preference depends on issue complexity for online customers (2026)
According to a Katana study cited by Amio, 25% of customers say their preference between human support and a chatbot depends on the complexity of their issue.
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
25%
Unit
Percentage
Data Vintage
2026
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
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Katana
Primary
Tier C
https://www.amio.io/blog/chatbot-vs-live-chat-2026 ↗
Source Article
Chatbot vs. Live Chat [2026]
Original Research
Katana
· Original study ↗
Methodology
Katana study cited by Amio
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
online customers: 25% share of customers saying preference depends on issue complexity. Source: Katana (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customers-issue-dependent-support-katana
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<blockquote cite="https://lighthousedata.io/data/customers-issue-dependent-support-katana" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>25%</strong> -- share of customers saying preference depends on issue complexity for online customers<br><small>Source: Katana (2026) · <a href="https://lighthousedata.io/data/customers-issue-dependent-support-katana" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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