1.Q1. Have you used AI-powered customer service (chatbot, voice bot, virtual assistant) in the last 12 months?

Yes

No

Unsure

2.How often do you interact with AI-powered customer service?

Very often

Sometimes

Rarely

Never

3.How often have you interacted with AI-powered customer service in the past 12 months?

Never

1-2 times

3-5 times

6-10 times

More than 10 times

Not sure

N/A

4.Q2. Overall, how satisfied were you with the experience?

Very Satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

N/A

5.Q3. If given the choice, who would you prefer to help you?

Human

AI

No Preference

6.Q4. How much do you trust AI customer service?

Completely trust

Mostly trust

Neutral

Mostly distrust

Completely distrust

7.Q5. In one sentence, what's the best or worst thing about AI customer service? (Open text box)

8.Which customer service tasks would you be comfortable handling with AI? (Select all that apply.)

Order status or shipment tracking

Account balance or account information

Password reset/account access

Product information

Scheduling or appointments

Billing questions

Returns or refunds

Technical support

Complaint resolution

None of the above

9.When dealing with a complex customer service issue, how confident are you that AI can resolve it without human intervention?

Very confident

Somewhat confident

Not so confident

Not at all confident

10.What is your age range? (Only for tabulation purposes, info. not saved)

Under 18

18-24

25-34

35-44

45-54

55-64

65+

Survey Swap Code = D9XU-H8FP-VYEG