Survey Report: 70.5% of Seniors Aged 50-70 Agree There Are Scenarios Where Voicebots Are Easier to Speak With

Denwa Hoso Kyoku, a subsidiary of GROWTH VERSE, surveyed 241 men and women aged 50-70 across Japan regarding their experiences with call centers and AI voicebots, conducted from April 20 to April 26, 2026.

Key survey findings include: - 84.6% have had negative experiences with call centers. - 36.9% identified 'being unable to get through on the phone' as their primary stressor. - 31.5% are positive about using voicebots. - 70.5% believe there are scenarios where voicebots are easier to interact with than humans. - Top 3 'Voicebot Suitable' Scenarios: Cancellations (35.3%), Late night/Early morning inquiries (24.9%), and Complaints (18.7%). - Top 3 'Prefer Human' Scenarios: Complex contract changes (49.4%), Advice/Consultation (36.1%), and Explanations of usage (29.0%).

Denwa Hoso Kyoku's research clarifies that psychological barriers for seniors using voicebots have lowered in specific areas. However, demand for careful human handling remains high for complex tasks. Effective call center management now requires an optimal hybrid operation balancing 'AI-driven efficiency' and 'human hospitality'.

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