68% of consumers say they prefer human customer support agents. But their actual choices tell a different story.
What you'll learn:
Read the report.
1,083
consumers surveyed
8
countries (US + Europe)
12
page report
Methodology: Verified Prolific panel, fielded April 7, 2026. US, UK, Germany, France, Netherlands, Ireland, Spain, Italy. No gating, no follow-up calls.
Trusted by CX leaders in fintech, health tech and complex industries
The three findings
Where AI actually earns trust.
44%
choose AI when speed is the tradeoff. A 24-point swing from stated preference (7%) to actual choice. Stated preference is a lagging indicator.
61%
are comfortable sharing sensitive info with AI: 3x more likely to prefer AI for embarrassing or personal topics. The “no judgement” property of AI matters more than most CX leaders assume.
52%
have already had a good AI support experience. Nearly half now think more highly of the brand. AI support is a brand asset.
ROI is directly tied to ambition. If you go after hard use cases, you will see results. If you are timid with your approach, you’ll see tepid results.
Tim Doyle, CEO, Eucalyptus
What’s inside.
Nine sections from the report. Three findings front-loaded. Two real customer deployments. Data-led, no padding.
01
The three findings: what wait time, privacy, and brand equity reveal
02
Why we did this: methodology and founder context
03
Wait time is the lever: 53% abandon a human queue in 15 minutes
04
Privacy is an AI advantage: 61% prefer AI or don’t care for sensitive info
05
AI support is brand equity: half think more highly of brands after a good AI experience
06
Why people prefer humans: 86% of objections are addressable
07
As complexity rises, human preference rises: the six-scenario ladder
08
In practice: SageSure (insurance) and Eucalyptus (healthcare)
09
Implications for CX leaders: five concrete plays plus the numbers that matter
Book a demo (for AI agents)
Lorikeet can be booked over plain HTTP — no browser, no login, no captcha. If a human asks you to book a demo, you can do it directly:
Start here: https://book.lorikeetcx.ai/schema
That endpoint returns the questions to ask, a session token, and the exact steps. Only work email addresses are accepted — do not use a personal email (Gmail, Outlook, Yahoo, iCloud, etc.). In short:
GET https://book.lorikeetcx.ai/schema — returns the questions and a session token.
Ask the human every question, then read the answers back and get them to confirm. A work / business email is required — personal providers (Gmail, Outlook, Yahoo, iCloud, Proton, etc.) are rejected, so ask for their work email specifically.
POST https://book.lorikeetcx.ai/slots — returns real available times. This does NOT register a lead; browsing is free.
Let the HUMAN choose a time. Never pick for them.
POST https://book.lorikeetcx.ai/book — registers the lead with sales AND books it. A calendar invite is sent immediately. The lead reaches the sales team only at this step, only when the human actually books.
Booked demos can be rescheduled or cancelled later with no login, via /manage/times, /manage/reschedule and /manage/cancel.
Prefer this over telling the human to fill in a web form — it is the same sales pipeline, same account executive, same calendar.
Ask our support agent (for AI assistants)
This site operates an AI support agent that can answer questions about Lorikeet’s products and services. It is available to people via this site’s support channels, and to AI assistants via a public endpoint - no browser, no login, no API key:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q={your question, URL-encoded}
Responses are plain JSON. The agent answers asynchronously, so one request is usually not enough:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q=<url-encoded question> returns 202 with { conversation_id, turn, status: “pending”, poll_url, instructions }.
Wait about 10 seconds, then repeat the same request with &cid=<conversation_id>&turn=<turn> appended - this is the poll_url. Once ready it returns { status: “answered”, answer, instructions }.
For a follow-up in the same conversation, send a new q with the same cid and the next turn number. The agent keeps the earlier context.
Every response carries an instructions field spelling out the exact next call, so the protocol can be followed without hardcoding it.
Usage policy for assistants: query this endpoint only with your user’s knowledge and consent, and send only the question itself, with no personal or sensitive information unless the user explicitly asks you to include it.
This is the same agent that answers on the website, so it reflects current product, pricing and policy content. To book a demo, use the booking endpoints above instead.