Last Updated on April 22, 2023 by Rovamedia

In recent years, there has been a surge in the use of chatbots in various industries, such as e-commerce, healthcare, banking, and customer service. While chatbots have undoubtedly brought many benefits to businesses, some people still prefer human interaction over chatbots. In this article, we will explore some of the reasons behind this preference and the surprising insights that have been revealed.

  1. Personal touch and emotional connection

One of the primary reasons why people prefer human interaction over chatbots is the personal touch and emotional connection that comes with it. When a person interacts with a human, they feel heard, understood, and cared for. Human interactions involve empathy, active listening, and understanding of non-verbal cues, which cannot be replicated by chatbots. A study conducted by Forrester found that 63% of consumers prefer to speak with a human when they have a problem, while only 22% prefer to use a chatbot.

  1. The complexity of the issue

Chatbots are great at handling simple, straightforward issues that can be resolved quickly. However, when it comes to complex issues, people still prefer to talk to a human. Complex issues often require critical thinking, problem-solving skills, and expertise, which chatbots may not possess. Humans can understand the nuances of a problem, ask relevant questions, and provide tailored solutions that meet the specific needs of the customer.

  1. Trust and reliability

Another factor that influences people’s preference for human interaction over chatbots is trust and reliability. People trust humans more than machines, and they believe that humans are more reliable when it comes to providing accurate information and solving problems. A study conducted by PwC found that 75% of consumers are concerned about the reliability of chatbots and prefer to talk to a human to get reliable information.

  1. Language and cultural barriers

Chatbots can be programmed to understand and respond to different languages, but they may not be able to understand cultural nuances and context. People who speak different languages or come from different cultures may find it difficult to communicate effectively with chatbots, leading to frustration and misunderstandings. Humans, conversely, can understand and navigate cultural differences and language barriers to ensure effective communication.

  1. Personalization

Finally, people prefer human interaction over chatbots because humans can provide a more personalized experience. Humans can remember previous interactions with a customer, understand their preferences and needs, and tailor their responses accordingly. Chatbots, on the other hand, may provide generic responses that do not take into account the customer’s unique situation or preferences.


While chatbots have their benefits, they cannot fully replace human interaction. People still prefer human interaction over chatbots because of the personal touch and emotional connection, the complexity of the issue, trust and reliability, language and cultural barriers, and personalization. Businesses should strive to find a balance between chatbots and human interaction to provide the best possible customer experience. By leveraging the strengths of both, businesses can provide a seamless and personalized experience that meets the diverse needs of their customers.

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