Customers continue to value human connection in customer service, especially when stakes are high. Many businesses pursuing AI-first automation risk automating churn by creating rigid systems that fail to interpret nuance and do not connect callers to people. A global survey of 6,000 participants found that AI may be advancing quickly, but human connection remains a major driver of trust, loyalty, and long-term growth. When price and product are similar, customers often choose the business with a human receptionist. The effective approach is to use AI behind the scenes while keeping humans front and center to meet expectations and protect revenue.
"Customers still strongly prefer humans in customer service. In today's AI-driven world, human connection remains a major driver of trust, loyalty and long-term growth."
"When you ask the people at the heart of every business (the customers), what they actually want, the answer is surprisingly consistent: When the stakes are high, people still want to speak to real people."
"Most of us have experienced it: You call a business, hoping to get a quick answer, only to hit a frustrating dead-end - a rigid automated system that can't interpret nuance, can't understand what you're actually trying to do and won't connect you to a person."
"The winning strategy is simple: Use AI behind the scenes and put humans front and center."
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