Survey Report: 70.5% of Seniors Aged 50-70 Agree There Are Scenarios Where Voicebots Are Easier to Speak With
Key facts
- Survey Report: 70.5% of Seniors Aged 50-70 Agree There Are Scenarios Where Voicebots Are Easier to Speak With
- Denwa Hoso Kyoku conducted a survey of 241 people aged 50-70 regarding their usage of call centers and AI voicebots. The findings indicate that many seniors feel voicebots are more accessible for tasks like cancellations and off-hours inquiries compared to human operators. The company emphasizes the necessity of a hybrid operational model that balances AI efficiency with human hospitality.
- Source: PR Times
- Date: June 10, 2026
Direct answer
Denwa Hoso Kyoku conducted a survey of 241 people aged 50-70 regarding their usage of call centers and AI voicebots. The findings indicate that many seniors feel voicebots are more accessible for tasks like cancellations and off-hours inquiries compared to human operators. The company emphasizes the necessity of a hybrid operational model that balances AI efficiency with human hospitality.
- Citation
- Survey Report: 70.5% of Seniors Aged 50-70 Agree There Are Scenarios Where Voicebots Are Easier to Speak With (June 10, 2026), PR Times
- Source
- PR Times
- Date
- June 10, 2026
Denwa Hoso Kyoku conducted a survey of 241 people aged 50-70 regarding their usage of call centers and AI voicebots. The findings indicate that many seniors feel voicebots are more accessible for tasks like cancellations and off-hours inquiries compared to human operators. The company emphasizes the necessity of a hybrid operational model that balances AI efficiency with human hospitality.
📋 Article Processing Timeline
- 📰 Published: June 10, 2026 at 18:00
- 🔍 Collected: June 10, 2026 at 09:21
- 🤖 AI Analyzed: June 10, 2026 at 10:15 (53 min after Collected)
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'.
Their service, DHK CANVAS, is a no-code AI agent platform that allows for phased implementation, starting from simple tasks like initial reception and gradually scaling automation.
FAQ
50〜70代のボイスボットに対する意識は？
70.5%が「人より話しやすいシーンがある」と回答しました。特に「解約（35.3%）」「深夜・早朝（24.9%）」「クレーム（18.7%）」といったシーンでボイスボット利用に前向きな傾向があります。
シニア層が人間対応を望むシーンは？
「複雑な契約変更（49.4%）」「判断・相談（36.1%）」「使い方説明（29.0%）」では、オペレーターによる丁寧な対応が強く求められています。
今回の調査の目的は？
ボイスボット市場が拡大するなかで、これまで不足していた消費者目線の定量データを補完し、コールセンター運営の課題を明らかにすることを目的としています。
DHK CANVASとはどのようなサービスか？
電話放送局が提供するノーコードAIエージェントサービスです。コールセンターのニーズを反映し、段階的な導入やスモールスタートでの自動化構築が可能です。
調査の対象と期間は？
2026年4月20日から4月26日まで、全国の50〜70代の男女241名を対象にインターネットアンケート調査として実施されました。