Many big businesses have a new obsession: it's replacing humans with machines. For many folks, it's like a scene out of a dystopian sci-fi flick, but it's happening right now, right in front of their eyes. Instead of pouring money into training and empowering their customer service teams, some corporate giants are opting for a cheaper, less empathetic solution. It's seen as calculated move that prioritizes profit over people.
Because sure, AI chatbots can answer simple queries and handle routine tasks. But when it comes to complex issues, understanding nuanced emotions or simply offering a friendly human touch, they often fall flat.
Customers deserve better than being tossed around by soulless algorithms. They crave connection, empathy and problem-solving skills that only a real, live human can provide.
In fact, according to a research report by Intradiem, consumers’ top desire when calling into a contact center is to reach a human first, not a call bot.
The study, which looks at the intersection of AI, bots and human interaction in customer service, revealed a series of red flags for brands that dare to neglect their customers.
The numbers speak for themselves; 89% of customers are willing to ditch a brand altogether if they encounter poor customer service. That's a terrifying statistic for any company, especially in today's hyper-competitive market.
And it's not just about avoiding bad experiences; 78% of consumers are willing to pay a premium for superior customer service. It's as if they're saying, "I'll pay more for the privilege of speaking to a real human being."
Another surprising finding is that 60% of customers now prioritize customer service over the product itself. It's a reminder that the days of simply churning out products and services are over.
“We’ve seen a steady flow of major companies attempting to reduce their customer service team headcounts and replacing those employees with AI, rather than investing in more training and resources to help those teams be more successful,” said Jennifer Lee, President and co-CEO of Intradiem. “Our research indicates that replacing these agents will only lead to unhappy customers, lower brand loyalty and poor business performance down the road.”
The research also found that 90% of consumers are more loyal to brands that invest in customer service. Of the experiences that may stop a consumer from returning to a brand, multiple billing errors and needing multiple calls to resolve an issue rank highest. No customer wants to bounce around calls to eventually get to a human agent. That wastes time. It makes more sense to have customers calling into contact centers reach human agents sooner so they can get their issue resolved faster, resulting in a happier customer.
“Many contact centers underestimate, or under-value, the impact of the human element of customer service and its role in supporting the customer journey and their satisfaction with the brand as a whole,” Lee added. “But when contact center leaders fail to realize the importance that the human element plays in broader business success, we see a decline in customer satisfaction and, therefore, brand loyalty.”
It's time to rethink the role of AI and bots in customer service. It's easy to forget that customers are human beings with real needs and emotions. By prioritizing automation over empathy, companies risk alienating their customer base and damaging their brand reputation for years to come.
Grasp the ever-evolving landscape of customer experience at Future of CX Expo 2025, taking place February 11-13, 2025, in Fort Lauderdale, Florida. Dive into emerging trends, cutting-edge technologies, and strategies that promise to shape the future of customer interactions, including agent assist, conversational AI, generative AI and other types of AI, analytics and automation, CPaaS, knowledge management, workforce optimization and more.
Edited by
Alex Passett
