Preferences for human connection vs. automation in customer service in France 2023

Published by Lynn Beyrouthy, Dec 13, 2023
When looking into consumer preferences in regard to human interaction or automation in customer service in France, it varies depending on the generation of the consumers in 2023. Millennials were the most outspoken for both preferring automated customer service, with 70 percent share of respondents, as well as expecting human interactions when contacting a company directly, with more than 80 percent respondent share.

Share of customers preferring human connection vs. automation in customer service in France in 2023, by generation

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Release date

September 2023

Region

France

Survey time period

May 3 to July 14, 2023

Number of respondents

14,300 consumers worldwide*

Supplementary notes

The survey sample in France accounted for 5 percent of the total sample.

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