While AI-powered customer service is a hit with Generation Z, many still prefer real human interactions — especially for more complicated issues, according to a new survey by Five9.

Researchers at the firm, which is a provider of the Intelligent CX Platform, said this sentiment “highlights the need for businesses to strike a balance between AI-powered solutions and the human touch to meet the evolving expectations of this tech-savvy generation.”

The study was done online and included about 1,000 Gen Z consumers (including 50 percent aged 18 to 22 and 50 percent aged 23 to 27). Five9’s survey also included quotes from Gen-Zers.

Five9’s survey found that 46 percent of respondents considered AI-powered customer service for simple fixes and 47 percent for generic inquiries. “While nearly 60 percent of Gen Z appreciate AI’s faster response times over human interactions (40 percent) and its unmatched convenience (19 percent), 15 percent said they enjoy the personalized experience it can offer,” the report’s authors said, adding that when interacting with brands, “less than 40 percent of Gen Z respondents could not distinguish between AI and human interactions in chatbots, text, or email. This data underscores AI’s growing role in streamlining customer service for a generation that expects quick, efficient solutions.”