Key Takeaways
- 51% of small businesses in the US have now adopted AI for customer service, but 83% still prefer to speak to a real person over an AI.
- Companies risk losing trust, sales and customer loyalty if they rely primarily on AI for customer service.
- When customers contact a business, they want empathy, warmth, understanding and real connection – things that AI struggles to provide. AI should empower, not replace, your people.
Across all sectors, from healthcare to real estate, and from law to local services, companies are rushing to adopt AI because the pressure to do so is real. The fear of falling behind is a serious motivation. Artificial intelligence promises efficiency, increased productivity and cost savings. It can analyze data faster than any human, streamline workflows and optimize processes that once took hours.
And it works: 51% of U.S. small businesses have now adopted AI for customer service, chasing the dream of instant answers, lower overhead costs, and “smarter” interactions.
But here’s the uncomfortable truth: ccustomers are not chasing the same dream.
People still want to talk to people. And that is non-negotiable.
AI is increasing, but trust is decreasing
According to a recent AnswerConnect and OnePoll questionnaire of 6,000 adults, 83% would still prefer to speak to one real person instead of an AI when contacting a company. That preference increases even more in sectors where trust matters most: healthcare (89%), law (87%) and local services (85%). such as plumbers, electricians, gardeners, etc.
In other words, the very places where empathy is essential are the places where people least want to hear a bot.
The same study found that a third of people would hang up if they realized they were talking to AI. Each of these issues represents a missed opportunity: a sale that doesn’t close, a booking that falls through, or a loyal customer that quietly moves on.
And it’s not just a matter of preference, it’s a matter of trust.
- 53% say they would trust a company less if it relied primarily on AI for customer service.
- 86% believe companies should clearly state when they use AI instead of a person.
89% believe that human supervision is essential to ensure the fairness, accuracy and ethical use of AI.
The loss of empathy in the pursuit of efficiency
AI is incredible at processing, but empathy is not a process; it’s a connection. Yet too many companies confuse efficiency with a good customer experience.
When customers call, they want a quick answer, yes. But they also want to be heard. They want warmth, understanding and real connection.
They don’t want a perfect script. They want a real person who understands urgency, frustration, or confusion.
The data supports that:
- 70% say human agents show more empathy and care than AI.
65% believe customer service would be worse if AI were to replace humans.
That would be 69% more loyal to a company that employs people, not machines, for their service interactions.
Customers don’t just buy products. They buy to trust. And trust doesn’t grow through automation; it is built one real conversation at a time.
The empathy gap: AI cannot close it
AI agents can answer questions. But people answer needs.
If your customer’s heating breaks at midnight, if he is faced with a legal problem, or if he is concerned about his health: no one wants to explain their problem to a machine that can’t do it. feel or care about what is at stake.
AI systems struggle with nuance, emotion and context. They misunderstand tone, miss subtle cues, and lack the emotional intelligence that makes customers feel understood.
It’s no surprise that 51% of people say AI tools don’t understand their needs, and 48% say their problems remain unresolved after interacting with an AI agent.
That frustration comes at a price. Every unresolved issue erodes satisfaction, every robotic response weakens loyalty, and every time AI lacks empathy it erodes your brand’s credibility.
People build trust. AI should support this, not replace it.
AI is an extraordinary tool, but it is not the solution to every problem. If used wisely, it can empower people, not replace them.
It’s possible to help your team by uncovering insights, automating low-value tasks, or streamlining workflows. But when it comes to connection – the heartbeat of business – it is the human voice who wins every time. Your people are your greatest asset.
In an age where technology is everywhere, empathy has become the ultimate differentiator.
The future is not AI or human. It’s AI + human.
Companies that will succeed in the next decade will be the ones that know where to draw the line. They will use AI to empower their people, as a tool to support them, not to silence them.
They will automate processes, but never relationships. Because business is still personal. When a customer calls, it is not just a transaction, but a test of trust.
And trust still starts with a vote.
Key Takeaways
- 51% of small businesses in the US have now adopted AI for customer service, but 83% still prefer to speak to a real person over an AI.
- Companies risk losing trust, sales and customer loyalty if they rely primarily on AI for customer service.
- When customers contact a business, they want empathy, warmth, understanding and real connection – things that AI struggles to provide. AI should empower, not replace, your people.
Across all sectors, from healthcare to real estate, and from law to local services, companies are rushing to adopt AI because the pressure to do so is real. The fear of falling behind is a serious motivation. Artificial intelligence promises efficiency, increased productivity and cost savings. It can analyze data faster than any human, streamline workflows and optimize processes that once took hours.
And it works: 51% of U.S. small businesses have now adopted AI for customer service, chasing the dream of instant answers, lower overhead costs, and “smarter” interactions.
#drive #customers #Heres #stop