When AI Answers

What Consumers Really Think

Artificial intelligence is no longer a concept we see in movies; it’s actively answering phone calls, responding to emails, guiding drive-through orders and now managing parking interactions.

As AI adoption accelerates across customer service environments, Parker Technology set out to answer a question that most companies skip: what do consumers actually think when AI answers?

We surveyed 300 random consumers across the U.S. and Canada about their comfort with AI, their trust in automation and where they still demand a human.

By the end of this report you’ll understand:

How consumers really feel about AI in customer service – including where they’ll accept it, where they won’t and what it takes to earn their trust
Why accuracy and transparency matter more than speed – and what that means for operators deploying AI in high-stakes environments like parking
Why human support isn’t going away – and how the rise of automation is actually increasing the need for a credible human backstop

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