Customers Feel Safer Talking to Systems than People
It’s a truth few admit aloud: many customers prefer talking to a system rather than a human. The reason isn’t cold logic, its comfort. Humans, for all their empathy and intelligence, are unpredictable. A single misstep—a harsh tone, a rushed answer, an unintentional judgment—can change how a customer feels in seconds. Humans are emotional beings, and conversations with humans are inherently variable. Systems, on the other hand, are consistent. They don’t judge. They don’t rush. They don’t get distracted. And, increasingly, customers are realizing that consistency can feel safer than even the most well trained human interaction. Why Safety Matters in Conversations When a customer reaches out—whether to buy a product, ask a question, or resolve a problem—they are vulnerable. They want to: be understood be heard get clear answers avoid embarrassment or judgment With human agents, these needs are sometimes met—but human emotion can get in the way. A frustrated tone, a tired...