Charles Kergaravat at Apizee explores why customers still prefer human support over AI, the risks of over-automation, how businesses can strike the right balance between AI and human interaction, and whether a legal “right to speak to a human” could be on the horizon.
“I want to speak to a human!”
It’s a frustration many of us have felt-endlessly navigating automated phone menus, arguing with chatbots that don’t understand our issue, and feeling trapped in a customer service doom loop.
Despite the rapid rise of AI-powered support, research shows that most consumers still prefer speaking to a real person. In fact, 75% of customers would rather interact with a human for customer service, especially when dealing with complex or sensitive issues.
Even when AI provides fast responses, it often lacks the empathy, problem-solving ability, and reassurance that only a real agent can offer.
However, businesses are increasingly relying on automation to cut costs and improve efficiency. By 2029, Gartner predicts that 80% of customer service issues will be resolved without human intervention. But is that what customers really want? And what happens when automation goes too far?
Let’s dive in.
Why Customers Still Prefer Human Support (Despite the AI Boom)
AI chatbots and automated systems have made customer service faster and more accessible than ever. But speed alone isn’t enough, customers still overwhelmingly prefer talking to a real person. Studies show that:
- 75% of consumers prefer human customer service over automated systems.
- 81% of customers would rather wait to speak with a human than get instant AI support.
- 52% of customer service professionals say that customers seek out human agents for their empathy and understanding.
So, why do people still want human interaction?
1. Empathy and Emotional Intelligence
Empathy is key. AI can process data, but it struggles to understand human emotions. When customers are frustrated, anxious, or dealing with a complex issue, they want someone who listens, reassures, and adapts to their needs.
Research from Harvard Business School shows that eliminating human contact in stressful situations makes customers less satisfied with their own decisions, even when those decisions are correct.
2. Complex Problem-Solving
AI is great at handling routine inquiries, but it falls short on complex issues. When problems require critical thinking, creativity, or negotiation, customers trust human agents to find solutions that go beyond scripted responses.
3. Trust and Personalization
Human agents can read between the lines, pick up on tone, context, and subtle cues, and adjust their responses accordingly. This level of personalization fosters trust—something AI still struggles to replicate.
4. Frustration with ‘Doom Loops’
One of the biggest complaints about automated systems is the doom loop effect—where customers get stuck in an endless cycle of chatbots, IVRs, and automated replies without ever reaching a real person. This leads to frustration, wasted time, and damaged brand loyalty.
5. The Need for a Human Option
Even when customers are open to AI assistance, they still want the ability to escalate to a human when needed.
Studies show that simply having a “talk to a human” button in a chatbot can ease customer anxiety and improve overall satisfaction.
People really do want to talk to a human being when they’re on edge, or at least have the option to — Michelle Shell, visiting assistant professor at Boston University’s Questrom School of Business found that even having a little button to talk to a real agent in a chatbot puts people at ease.
“Reintroducing notions of human contact by giving them these options to connect with the company, even if they don’t actually use it, can restore trust.” she says.
The Business Case for Human-Centered Customer Service
While AI and automation enhance efficiency, customers are still asking for human support—especially when dealing with complex or high-stakes issues.
Businesses that prioritize human-centered customer service not only meet this demand but also see major benefits—higher sales conversions, stronger customer loyalty, and improved satisfaction scores.
Companies that integrate human interaction strategically, rather than replacing it with automation, align with customer expectations and outperform those that rely solely on AI.
Higher Sales Conversions with Human Support
Real-time human interaction fosters trust and decision-making, leading to better sales outcomes:
- ING increased business loan conversions by 33% after introducing video calls as a customer service option.
- Customers are more likely to commit to purchases when they can interact with a real person who can address concerns and personalize solutions.
Boosted Customer Satisfaction & NPS Scores
Customers rate human interactions—especially through video calls—higher than automated or text-based support.
- Businesses using video-based customer support have seen Net Promoter Scores (NPS) jump from +63 to +78.
- Video calls offer a more personal, engaging experience than chatbots or text-based live chat, leading to higher trust and satisfaction.
Reducing Customer Effort for Better Retention
Customers value speed and simplicity, but they also want low-effort experiences that don’t frustrate them. Human-centered service ensures:
- Faster issue resolution by allowing agents to quickly understand the customer’s problem.
- Less repetition, reducing the need for customers to explain their issue multiple times across channels.
- A personal touch that makes customers feel valued and understood, strengthening loyalty.
Seamless Omnichannel Support: Digital + Human
The best customer service isn’t AI vs. Humans—it’s a blend of automation and human support where needed. Businesses that offer fluid transitions between digital self-service and human agents provide:
- More flexibility, letting customers choose how they interact with a brand.
- Faster resolution, as complex inquiries get escalated to human agents without frustration.
- More efficiency, with video calls reducing average handling time by 34% to 42%, streamlining customer interactions.
Stronger Brand Loyalty & Long-Term Revenue Growth
A company’s commitment to human-centered service directly impacts its bottom line and customer experience metrics:
- Higher retention rates – Customers stick with brands that offer real, accessible support.
- Increased referrals – Happy customers recommend businesses that provide great service.
- Greater lifetime value (LCV) – Customers who feel heard and valued are more likely to make repeat purchases.
Doom Loops: Will the ‘Right to Speak to a Human’ Become Law?
We all know the feeling of being stuck in an endless loop—pressing buttons, repeating your issue to a chatbot, getting transferred between departments—only to end up exactly where you started. This frustrating cycle, known as a “doom loop,” has become a major problem in customer service.
What Are Customer Service Doom Loops?
Doom loops occur when automated systems fail to provide resolution, forcing customers to:
- Navigate through complex IVR (Interactive Voice Response) menus without ever reaching a real person.
- Get redirected between different channels (chatbots, email, voice AI) without clear answers.
- Repeat the same information multiple times, leading to frustration and wasted time.
Gartner reports that 30% of customers end up using three or more channels to resolve a single issue—often going in circles before finally getting help. These high-effort experiences not only damage customer satisfaction but also erode brand trust and loyalty.
Governments Are Taking Action Against Doom Loops
Frustration with automated customer service isn’t just a consumer complaint anymore—it’s now catching the attention of regulators.
- In the U.S., the Biden-Harris administration introduced the “Time Is Money” initiative in August 2024 to curb doom loops. This plan aimed to:
- Require companies to provide a “Talk to a Human” button to allow customers to bypass automated systems.
- Regulate chatbot limitations, ensuring AI doesn’t trap users in inefficient, time-wasting interactions.
- The European Union is predicted to introduce laws by 2028 mandating a “Right to Speak to a Human” in customer service. This means businesses will have to offer clear pathways to real agents, preventing companies from hiding behind automation.
Why Businesses Must Adapt Now
With government regulations looming, companies that proactively address doom loops will have a competitive advantage. Brands that provide seamless omnichannel support—with clear escalation paths to human agents—will:
- Enhance customer trust by eliminating frustrating service loops.
- Stay ahead of compliance requirements before laws take effect.
- Strengthen brand loyalty by offering low-effort, human-centered support.
The bottom line? Customers shouldn’t have to fight to speak to a human. Businesses that embrace human-centered service now won’t just avoid legal trouble—they’ll also win over customers in the long run.
Tips to Make Customer Service Feel More Human
Customers value speed and efficiency, but they also crave human connection. An authentic, personalized, and thoughtful customer experience boosts trust, strengthens loyalty, and ultimately drives business success.
The key is to blend technology with human empathy—ensuring that AI supports, rather than replaces, real human interactions.
Here’s how to make customer service feel more human—without slowing down efficiency:
1. Adopt a Customer-First Mindset
A truly human-centered customer experience starts with prioritizing customer needs. When businesses put customers first, the results speak for themselves—three out of four consumers say they spend more with companies that deliver positive customer experiences.
- Listen to Your Customers – Collect and analyze customer feedback to identify pain points, preferences, and expectations.
- Be Proactive – Address issues before they escalate. AI-powered tools can detect dissatisfaction and trigger proactive support.
- Implement a “Voice of the Customer” Program – Ensure customer feedback is actively shared across teams to improve products, services, and support strategies.
2. Personalization at Scale: Make Every Interaction Feel Unique
Customers expect personalized interactions—whether through chat, email, phone, video chat or social media. The right technology can help agents tailor interactions, making customers feel seen and valued.
- Leverage AI for Intelligent Customer Insights by integrating your CRM with customer service platforms to provide agents with:
- Purchase history
- Browsing behaviour
- Past interactions and preferences
- Use Smart Routing – Direct customers to the right agent based on expertise, past interactions, or sentiment analysis, reducing frustration and improving resolution times.
- Predict Customer Needs – With AI-driven insights, agents can offer proactive solutions instead of reactive fixes.
3. Train Agents in Soft Skills & Emotional Intelligence
The best customer service isn’t just about solving problems—it’s about how you make customers feel. Empathy, communication, and adaptability turn routine interactions into meaningful experiences.
- Active Listening – Acknowledge concerns and repeat key details to show understanding.
Empathy & Patience – Customers want to feel heard and respected, especially in stressful situations. - Adaptability – No two customers are the same—agents should be flexible in their approach.
- Clear & Concise Communication – Ensure customers leave every interaction with a solution, not confusion.
- Without these skills, agents risk sounding robotic and impersonal, which defeats the purpose of a human-centered approach.
4. Reduce Customer Effort: Make Support Seamless
A human-centered experience isn’t just about who customers interact with—it’s also about how easy the interaction is. Low-effort customer journeys lead to higher satisfaction and retention.
- Streamline Support Across Channels – Customers hate repeating themselves. Enable seamless omnichannel transitions (e.g., chat to phone or video call) with full context retention.
- Make “Talk to a Human” Easy – Whether through chatbots, IVR, or self-service portals, customers should always have a clear, quick option to connect with a human.
- Optimize Wait Times – If immediate assistance isn’t possible, offer:
- Estimated wait times
- Callback options
- Real-time status updates
5. Offer a Clear Path to Speak with a Human
One of the biggest frustrations for customers is feeling trapped in automated loops with no way to reach a person. A truly human-centered approach ensures that human support is always an option when needed.
- Make the Option Obvious – Ensure customers know upfront that they can request a human representative, rather than forcing them to navigate multiple automated steps first.
- Minimize Friction – Avoid long IVR menus, chatbot, or AI Agent interactions that require multiple failed attempts before allowing human escalation.
- Provide Multiple Contact Methods – Offer phone, live chat, click-to-video and email support, so customers can choose the best method for their situation.
6. Use AI as a Support Tool, Not a Replacement
AI and automation should enhance human service, not replace it. The most successful companies use AI to handle repetitive tasks while reserving human agents for high-value interactions.
AI Can:
- Automate routine inquiries (FAQs, order tracking) for faster resolutions.
- Analyze sentiment in real-time to escalate complex issues to human agents.
- Surface relevant knowledge base articles, so agents can respond more efficiently.
Humans Excel At:
- Providing empathy, creativity, and problem-solving in nuanced situations.
- Understanding emotional cues that AI might miss.
- Building long-term customer relationships that drive loyalty.
Contactability By Industry
Not all industries have the same customer service expectations. The ease of reaching a human varies significantly depending on the sector, with some industries excelling in contactability while others struggle to provide seamless access to support.
Understanding these differences is key to benchmarking your own business and ensuring you meet or exceed customer expectations in your industry.
| Industry | Common Contactability Challenges | Best Practices |
|---|---|---|
| Financial Services and Banking | Long wait times, IVR loops, chatbots struggling with complex financial queries. |
|
| Healthcare and Insurance | Complex IVR menus, long hold times, difficulty navigating claims processes. |
|
| Travel and Hospitality | AI-driven chatbots struggle with complex itinerary changes; high call volumes in peak seasons. |
|
| E-Commerce and Retail | Difficulty reaching a human for incorrect shipments, lost packages. |
|
| Telecommunications and ISPs | Long hold times, frustrating IVR loops, chatbots unable to troubleshoot technical problems. |
|
| Government and Public Services | Limited live agent availability, outdated phone systems, long processing times. |
|
Tips to Get to Speak to a Human
Approximately 48% of consumers do not trust information provided by AI-powered customer service bots, and 56% often feel frustrated when dealing with AI chatbots. Sometimes customers just want to speak to a human but can’t find the way to reach one.
Here are some tips to hack your way to chatting with a real human when reaching out to customer support.
1. Press Zero or Stay Silent
Many automated systems allow callers to reach a live representative by pressing 0. If that doesn’t work, staying silent may prompt the system to transfer you to an agent.
2. Call During Off-Peak Hours
Contacting customer service during off-peak times, such as early mornings or late evenings, can result in shorter wait times and a higher likelihood of speaking with a human.
3. Use Specific Keywords
When interacting with automated systems, using phrases like “representative,” “customer service,” or “agent” can trigger a transfer to a human agent. Additionally, mentioning words like “complaint” or “cancel my account” may expedite the process.
4. Speak Randomly or Mumble
Providing unclear or nonsensical responses can confuse the automated system, potentially leading it to connect you with a human agent.
5. Leverage Social Media
Posting a polite but public complaint on platforms like X or Facebook can prompt companies to respond quickly, as they often monitor social media to maintain their reputation.
6. Contact the Sales Department
Reaching out to the sales department instead of customer service can sometimes result in quicker human interaction. Once connected, you can request to be transferred to the appropriate department.
7. press Urgency (Calmly)
Calmly expressing urgency by mentioning issues like billing problems or service cancellations can prompt the system to prioritize your call. However, it’s essential to remain polite to avoid potential deprioritization.
8. Use Online Directories
Since 2006, GetHuman.com has provided a database of company contact details and instructions on bypassing automated systems to reach live agents. The platform also offers user reviews, troubleshooting guides, and a service that waits on hold for you.
The Future of Customer Service – Human-Led, Tech-Enhanced
As AI and automation continue to reshape customer service, one thing remains clear: customers still want to speak to a human when it matters most.
Businesses that find the right balance—leveraging technology to enhance, rather than replace, human interaction—will see the greatest success.
Customers aren’t rejecting automation; they’re asking for more humanity in how it’s used. Companies that empower agents with the right tools (like Apizee), prioritize customer needs, and foster genuine interactions will create efficient, personalized, and truly human customer service experiences.
Even companies that once prioritized AI over human agents are reconsidering. Klarna, for instance, spent the past year replacing customer service jobs with AI, with CEO Sebastian Siemiatkowski boasting in early 2024 that their AI assistant had taken over the work of 700 full-time agents. But now, just months later, he’s had a change of heart.
“In a world of AI, nothing will be as valuable as humans. Okay, you can laugh at us for realizing it so late.”
The businesses that recognize this truth sooner rather than later—integrating AI in ways that support, rather than replace, human interaction—will be the ones that thrive in the future of customer service.
This blog post has been re-published by kind permission of Apizee – View the Original Article
For more information about Apizee - visit the Apizee Website
About Apizee
Apizee helps businesses resolve complex customer issues remotely by combining video calls, screen sharing, co-browsing, visual AI, and a video API in one seamless platform. Find out more about Apizee
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.
Author: Apizee
Reviewed by: Robyn Coppell
Published On: 24th Apr 2026
Read more about - Guest Blogs, Apizee
