Understanding the Modern Consumer

We still need live agents

It can be challenging to know what your customers want in terms of customer service and how to provide them with the best of it. Luckily, this year’s Consumer Survey revealed some key insights. AI and automation are on the rise and this study revealed how consumers feel about it. More than ever, this year’s survey highlights consumers’ rising preference to speak with a live agent over automated customer service representatives. In fact, a significant 58% of Americans still prefer to talk to a live agent by phone when communicating with a company’s customer service department, 8% more than last year. It’s clear that automation within companies continues to rise, but perhaps limiting automation could be helpful.

Download TCN’s 2025 Consumer Survey results to discover how you can enhance customer experiences, build stronger relationships and foster brand loyalty in today’s customer service landscape.