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87%

of customers say it's essential to offer an option to reach a human agent when using AI

14%

of users say they do not want brands on Reddit at all

Among customers unwilling to use AI in service, the most common thing that would change their mind is being able to switch to a human, named by 33%, ahead of accurate information at 20%

53%

of customers would consider switching to a competitor if a company uses AI for customer service

27%

of customers would be willing to try a chatbot again after a negative experience

52%

of consumers say Facebook is their top network for building community

On Reddit, customer support beats publishing for brand presence

54%

of Reddit users are most likely to engage with user-generated content from brands

49% of customers say they would have been willing to use a chatbot if the company had offered one, but only 7% used one in their most recent service interaction