Users easily reach out to social media to request for customer support. Luckily, businesses are continually making efforts to provide solutions and resolve their queries using Technology. But this has given a battle between chatbots and humans as to which option is better at providing customer service.

The goal is the same and that is to offer the best customer service, but users have preferences as to how they want it delivered to them. Thus, Real Research launched a survey on the preferences of chatbot vs humans.


  • 85.38% are aware of what chatbots are
  • 52.25% choose timeliness and availability as an advantage of chatbots.
  • 57.44% say humans can easily get tired of numerous questions.

The Majority of Respondents are Aware of Chatbots

The survey begins by asking the respondents whether they are aware of the use of chatbots. The majority (85.38%) say ‘Yes’ and only 14.62% say ‘No’. Next, the survey asks respondents which most likely answers to their requests. In reply, 64.19% choose ‘Chatbot’, and the other 35.81% choose ‘Humans’.

Figure 1 Percentage of respondents that are aware of chatbots
Figure 1: Percentage of respondents that are aware of chatbots

On the matter of performance, the survey on Chatbot vs Humans asks the respondents for their level of satisfaction with the usage of customer support. In terms of chatbots, 36.87% are extremely satisfied, 19.69% are satisfied, and 25.50% are neutral. Moreover, 7.65% are unsatisfied and 3.76% are extremely unsatisfied. On the other hand, concerning human support, 41.81% are extremely satisfied, 22.90% are satisfied, and 23.29% are neutral. Furthermore, 4.63% are unsatisfied and only 2.90% are extremely unsatisfied.

The Preference of Chatbots for Its Timeliness and Availability

The survey also asks what are the advantages of chatbots. Half (52.25%) of them chose ‘Ability to receive information at any time of the day and on weekends, 18.74% choose ‘The answer comes instantly and no queues’, and 7.43% choose ‘Chatbot questions can be answered using the suggested buttons’. Moreover, 3.56% say it helps resolve issues quicker and 4.59% say its voice is always kind and never impolite. To add, 9.35% say it does not have an advantage.

Figure 2 Percentage of respondents on the advantage of chatbots as customer support providers
Figure 2: Percentage of respondents on the advantage of chatbots as customer support providers

Likewise, the survey also asks about the disadvantages of the use of chatbots. In reply, 50.64% say chatbots are often underdeveloped, 18.64% say they are worse at problem-solving than humans, and 10.42% say they work only in certain scenarios. Furthermore, 5.21% say they show primitive responses, 4.50% do not want to communicate on such, and 3.23% say they do not understand irony. And the other 6.77% think that they do not have any disadvantages.

Numerous Questions Are Tiresome for Human Support

Correspondingly, the survey also asks about the advantages of humans as customer support. The majority (52.14%) say they can help in any given situation. Meanwhile, 20.39% say it is easier to ask them further questions, 10.48% say they are more detailed and understandable, and 9.64% say they can think outside the box. Hardly, 6.38% say they do not have any advantage.

Figure 3 Percentage of respondents on the disadvantage of humans as customer support providers
Figure 3: Percentage of respondents on the disadvantage of humans as customer support providers

Similarly, the survey asks what disadvantages respondents see with humans. Most (57.44%) say it is tiring for humans to answer numerous questions. In addition, 18.87% say they have tendencies to ‘not be in the mood’ and 10.77% say they are more prone to commit errors than chatbots. Some (11.37%) say they do not have any disadvantages.

The Chatbot vs Humans survey then asks the respondents’ opinion on which type of customer service should companies be providing. In reply, almost half (42.90%) prefer chatbots only. Meanwhile, 19.61% prefer humans only. Nevertheless, 19.61% prefer both chatbots and humans. However, 16.06% remain unsure.

To conclude, the survey asks which of the two options would they be likely to use in the future. 48.58% choose chatbots while 34.29% choose humans. Still, 17.13% say they don’t mind both.


Survey TitleA Survey on Customer Support: Chatbot vs Humans
DurationJune 05 – June 12, 2022
Number of Participants50,000
DemographicsMales and females, aged 21 to 99
Participating Countries Afghanistan, Algeria, Angola, Argentina, Armenia, Australia, Azerbaijan, Bahrain, Bangladesh, Belarus, Benin, Bolivia, Brazil, Brunei, Bulgaria, Burkina Faso, Cambodia, Cameroon, Canada, Chile, China, China (Hong Kong) China (Macao), China (Taiwan), Colombia, Costa Rica, Croatia, Czech Republic, Ecuador, Egypt, El Salvador, Ethiopia, Finland, France, Gambia, Georgia, Germany, Ghana, Greece, Greanada, Guatemala, Honduras, Hungary, India, Indonesia, Iraq, Ireland, Israel, Italy, Ivory Coast, Japan, Jordan, Kenya, Kuwait, Kyrgyzstan, Latvia, Lebanon, Libya, Lithuania, Malaysia, Maldives, Maluritania, Mexico, Moldova, Mongolia, Morocco, Mozambique, Myanmar [Burma], Namibia, Nepal, Nicaragua, Nigeria, Oman, Pakistan, Palestine, Panama, Peru, Philippines, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Serbia, Sierra Leone, Singapore, Slovakia, South Africa, South Korea, Spain, Sri Lanka, Tanzania, Thailand, Togo, Tunisia, Turkey, Turkmenistan, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Venezuela, Vietnam, Yemen, Zimbabwe.