Key facts
- 75% of consumers report frustration with AI-driven customer service.
- 82% of customers prefer human support over AI, even with equal wait times.
- 90% of businesses reported negative experiences with AI services.
Customer service complaints in Hong Kong have surged, with the Consumer Council receiving 3,078 complaints between January and September, surpassing the total for all of 2025. Many of these issues stem from companies' overreliance on artificial intelligence, leading to significant consumer frustration. A Glance report indicates 75% of consumers have experienced frustration with AI-driven responses, and a HubSpot and SurveyMonkey survey found 82% of customers prefer human support even if wait times are the same. Businesses are also reporting negative experiences, with 90% noting issues with AI services, according to the Better Business Bureau. Experts suggest that AI applications often fail to meet customer expectations for empathy and genuine connection, leading to frustration and a feeling of not being understood.