8×8 has been running a series of surveys across the UK throughout 2025, asking average customers for their thoughts on everything from waiting times to the use of AI-replica voices of loved ones.
8×8’s Streetview survey finds that UK customers still speaking to human agents over artificial intelligence (AI), but one in three say they’d choose AI if it meant lower prices.
Research commissioned by business communication platform provider 8×8, Inc. found that 83% of respondents across the United Kingdom prefer speaking to a real person. Only 4% prefer a virtual agent or chatbot.
Across the country, respondents were near-unanimous in their preference for human interaction over automation, with no region scoring below 76% support of speaking with a person for urgent issues. However, regional and demographic variations did emerge:
The Gender Gap
Consumer sentiment shifted noticeably when financial savings were introduced. When asked whether they would be more likely to use an organisation that lowered prices by automating customer interactions with AI or chatbots, men were slightly more favourable than women, 34% versus 28%.
The human touch doesn’t mean ignoring the benefits of AI. Chris Angus, Vice President for CX Expansion at 8×8, comments:
“Customers still value a human touch – but they’re also pragmatic. People will choose AI if it saves them time or money. That’s why our approach isn’t about replacing agents, but rather empowering them. The best contact centers today are using AI as a teammate, not as a substitute, helping humans work smarter. That’s the balance that customers expect, and it’s where the most successful CX strategies are headed.”
The most striking observation was 62% of those surveyed calling for financial fines and penalties for companies that make them wait on hold for a long period of time.
The survey also found that 78% of UK consumers expect better customer service when prices go up.
The surveys also revealed just how long people would stay on hold and which organisations were the worst for waiting times.
Three out of four UK consumers say they often fail to reach the right department when calling about an urgent issue – and many won’t wait more than 10 minutes on hold.
The survey revealed that even when the matter is critical, 31% of respondents will abandon a call within 10 minutes. For an urgent text message, 70% of Brits expect a reply within five minutes.
At the other end of the scale, a small number of people said they would – and had – waited on hold for more than an hour.
Healthcare and government agencies top the frustration list – and women are more annoyed than men.
Historically, banks have been on the receiving end of the majority of caller frustration. But with only 28% of respondents citing current frustrations with bank wait times, essential public services now draw the most ire from callers:
⏳ 35% cite healthcare providers as their top source of hold time frustration.
⏳ 33% point to national government agencies, such as HMRC and DVLA.
⏳ 31% name local councils for delays resolving basic issues like council tax or bin and trash collection.
Jamie Snaddon, EMEA Managing Director at 8×8, Inc. comments
“What makes this annoying is that this is a very solvable issue. AI and automation can handle the routine queries that make up 90% of calls, freeing up agents to focus on complex, high-value conversations. This is a wake-up call for businesses: the contact centre isn’t just a cost or support centre – each call is a frontline brand experience. And if you miss it, you risk losing customers, not just calls.”
