Cirrus
Embargoed until 14 February 2025
No love lost—Londoners are breaking up with agents in favour of self-service
London, UK – 14 February 2025 – This Valentine’s Day, some customers are breaking up with bad service—but in London, they’re turning to AI instead. New research from contact centre solutions provider Cirrus reveals that Londoners are 63% more likely than other regions to prefer self-service over speaking to an agent. While AI-powered automation still divides opinion, younger and urban customers are opting for digital solutions, while older generations demand human connection and fast resolutions.
The study, conducted with 2,000 UK adults, highlights stark contrasts between age groups and regions when it comes to customer service expectations. While long wait times, unclear responses, and repeated transfers remain major dealbreakers, the data suggests that businesses...