Customer service call centers see potential in AI to replace or support human agents, but consumers prefer human assistance over AI solutions.
Morgan Stanley's research revealed that the majority of young interns surveyed prefer human interaction over AI-powered customer service agents, indicating resistance to machine-based solutions.
93% of interns surveyed chose human agents over AI solutions for query resolution, highlighting the strong preference for human interaction in customer service.
#ai-in-customer-service #resistance-to-ai #consumer-preferences #potential-efficiency-gains #ai-realities
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