Preferences for human connection vs. automation in customer service in Italy 2023
In Italy, the attitude of consumers towards automated or human-based customer service changed by generational cohort. When shopping online, one in two consumers of Generation Z preferred self-service tools for simple issues, while only 44 percent of baby boomers had the same opinion. However, over half of surveyed consumers expected an immediate response from a human customer care agent when contacting a company online.
