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Three Things to Know About Customer Resistance to AI

Studies reveal why customers prefer to interact with a human in certain situations and what the implications are for business.

Kaushik ViswanathAugust 31, 2026Reading Time: 2 min

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Brief insights on emerging trends in management from the opening pages of MIT Sloan Management Review’s quarterly print magazine.

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Research on customer-facing artificial intelligence has found that resistance to AI use follows some predictable patterns: Chatbots trigger ...

Listen to “Three Things to Know About Customer Resistance to AI” (03:17)

Companies are betting that AI chatbots will deliver faster and cheaper customer service. But if you’ve ever tried to circumvent a chatbot and get to a human, you’re not alone. Here’s what three recent studies discovered about when customers will and won’t let AI do a human’s job.

1. Customers avoid chatbots for two compounding reasons.In a study simulating a...

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