A cross-border survey of 6,000 consumers has found that 90% of patients prefer speaking to a human when contacting a healthcare provider, a figure that has climbed from 89% in October 2025. Released by medical reception service WellReceived, the June 2026 data reveals that frustration with AI in customer interactions is deepening, not fading, across the US, UK, and Canada.
Demand for human interaction is growing
The study compared responses from October 2025 and June 2026 and found that the desire for human contact is hardening. Key findings show:
- 82% have actively requested to speak to a human rather than an AI agent.
- 71% feel human agents show more empathy and care.
As many as 31% would hang up if connected to an automated system.
Trust erodes when AI dominates customer interactions
The research also tracked how automation affects trust at the first point of contact. The numbers point to a growing wariness:
- 57% of patients say their trust decreases if a business mainly uses AI for consumer interactions, up from 47% in October 2025.
- 72% are uncomfortable with AI accessing large amounts of personal data.
- 77% are concerned that AI will take over human roles in customer service.
Human connection is irreplaceable
"Every patient should feel appreciated and heard from the very first interaction," said Stephanie Maharjan, Operations Leader at WellReceived. "Our latest research reinforces our belief that human connection is irreplaceable in healthcare. We are committed to people, not bots, and ensuring every caller is greeted by a real person who cares about what they are going through."
Why this matters for customer support professionals
The survey's focus on healthcare does not limit its relevance. Across industries, consumers are showing less tolerance for AI-only service channels. Customer support teams should note that a significant share of callers will abandon interactions if they hit an automated system, and trust can erode quickly when businesses lean too heavily on AI for frontline communication. For professionals in support roles, the data reinforces the value of investing in human empathy and availability, even as automation handles routine backend tasks.
Download the full 2026 AI and Patient Communication Survey Report.
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