One fifth of UK consumers believe they would get better customer service from a robot , a figure which rises to 58 % among people aged 35 - 54 , according to a survey by OpenText . Digital enterprises of the future will incorporate cognitive tools and analytics into their infrastructure. The report also revealed that 26 % of the surveyed respondents felt they would get better customer service from a robot when ordering online , while 20 % felt robots would serve them better in shopping centres . One in five respondents aged 65 or over felt an in - store purchase form a robot would deliver better customer service than a human , while 29 % of them were unsure .
One fifth of UK consumers believe they would get better customer service from a robot , a figure which rises to 58 % among people aged 35 - 54 , according to a survey by OpenText . The report also revealed that 26 % of the surveyed respondents felt they would get better customer service from a robot when ordering online , while 20 % felt robots would serve them better in shopping centres . One in five respondents aged 65 or over felt an in - store purchase form a robot would deliver better customer service than a human , while 29 % of them were unsure .