A recent survey has revealed that a staggering 70% of Americans would prefer the option to speak with a human rather than interacting with AI when seeking customer support. Conducted by researchers at Johns Hopkins University, the poll highlights a growing sentiment among the populace regarding the need for human interaction in essential services, revealing that this desire transcends political affiliations and even includes those who generally view AI in a positive light.
Survey Insights: The Call for Human Interaction
In a sample of 2,122 U.S. adults, over 73% expressed a strong desire for a legal framework that ensures they can engage with a real person across various sectors, including healthcare, education, and legal services. This demand for human interaction is particularly pronounced in sensitive areas: 79% of respondents indicated the need for human contact in medical and mental health care, while 76% sought similar rights in legal proceedings.
“What was surprising to us in this new poll was that daily users of AI, and people who view AI positively, also want regulation,” said Christopher Honey, a computational cognitive neuroscientist at Johns Hopkins. This finding underscores a collective yearning for accountability and transparency as AI systems become more prevalent.
The Push for Transparency and Regulations
The survey also highlighted significant concerns regarding the transparency of AI interactions. An overwhelming 75% of participants insisted on being informed when they are engaging with an AI system. Additionally, 68% advocated for clear labelling of AI-generated media and strong restrictions on the use of individuals’ likenesses without consent.
These calls for regulation reflect a critical awareness of the potential misuse of AI technologies, particularly as deep fakes and impersonations pose serious ethical challenges. The federal TAKE IT DOWN Act, enacted in May 2025, has made strides in addressing explicit deep fakes, but many feel that broader regulations are necessary to safeguard privacy and authenticity in an increasingly digital world.
The Broader Impact of AI on Society
While the survey results indicate a divided opinion on AI—where one-third view it positively, one-third negatively, and the remainder cautiously optimistic—there is a unifying concern regarding inequality. Approximately 60% of adults predict that AI will exacerbate social disparities, predominantly benefiting large tech corporations while leaving ordinary citizens at a disadvantage.
In light of this, a notable 52% of Republicans, 60% of Democrats, and a similar number of Independents expressed support for instituting a tax on AI firms to provide a financial benefit to every American adult. This proposal reflects a growing recognition of the need for equitable distribution of wealth generated by AI advancements.
A Yearly Pulse on Public Sentiment
Researcher Rolando Masís-Obando summarised the intent behind the survey: “We were interested to hear the national voice as the public tries to understand these problems. What are people thinking and feeling?” The aim is to track shifts in public perception over time, making this survey an annual event to gauge how attitudes towards AI evolve.
Why it Matters
This survey serves as a crucial indicator of public sentiment towards the rapid integration of AI in everyday life. As technology continues to advance, the demand for human interaction in critical services highlights a fundamental need for balance in our increasingly automated world. Ensuring that individuals have the option to engage with a person rather than an algorithm could shape future legislation and influence how companies deploy AI. In a time where technology is reshaping our interactions, the call for human connection is a powerful reminder of what we value most in our society: empathy, understanding, and the human touch.
