AI is now used in many shopping videos and customer‑service phone lines, promising speed and lower costs. Yet everyday users are beginning to feel that this automation often creates more hassle than help, making the topic important to understand.

Ha, a shopper, saw an AI‑generated video of a pair of shoes. She noticed that a pattern from the right shoe suddenly appeared on the left as the model walked, a clear visual glitch. Because the footage looked untrustworthy, Ha decided not to buy from that brand and chose retailers that show real people trying on shoes.

Nguyen Hoang Nam, 35, from Ho Chi Minh City, experienced a different problem while driving. He received a phone call from an electronics superstore that played a robotic voice asking him to complete a customer‑satisfaction survey. After complaining, he was bounced through several automated menus before finally reaching a human agent, showing how automation added friction.

A Gartner study released in March 2026 reported that 50 % of consumers prefer brands that avoid generative AI in marketing and other customer‑facing materials, and 68 % said they regularly question whether the content they see is genuine. The same survey found that 87 % of respondents want a human‑talk option, while only 27 % would give a chatbot another chance after a bad experience. A Metrigy survey of U.S. and Canadian adults conducted in February 2026 showed that 84.9 % prefer interacting with human staff over AI agents, and even when a bot could solve the problem equally well, 80.1 % still chose a human.

Research by RMIT professor Vo Thi Diem Trang explains why many users walk away from AI services: they sense profit‑first motives, encounter technical glitches, receive contradictory answers, and worry about privacy. These pain points remind companies that keeping real people available is still the safest way to earn trust.