Homeowners Reject AI Customer Service in Favor of Human Interaction

The survey results reveal a significant disconnect between current automation trends and consumer expectations. Four out of five respondents indicated they would specifically choose a business that prioritizes live phone support over one relying on AI. This preference is particularly acute during emergencies, with 62% of participants expressing distrust in AI’s ability to handle urgent trade-related requests. While technology offers efficiency, it often fails to provide the empathy and context that customers demand when dealing with complex home repairs.

Jane Blanchard, head of brand and marketing at ServiceForge, noted that the data points toward a clear hierarchy of values. Consumers associate human representatives with loyalty and reliability, while viewing forced interaction with chatbots as a source of frustration. Nearly three-quarters of those surveyed would feel more loyal to companies that utilize human agents. Furthermore, transparency remains a point of friction: 81% of respondents view it as an ethical issue when AI systems attempt to mimic human behavior without clear disclosure.

Ultimately, the findings indicate that businesses risk their reputation by replacing personnel with algorithms. With 82% of respondents having already requested to bypass AI agents in previous experiences, the message to the skilled trades sector is that technology should function as a support tool rather than a replacement for direct, human-to-human communication.