Automation cannot replace the human touch in customer service

As digital platforms race to scale customer support with AI chatbots, most customers remain unconvinced. In a recent survey, 60% said they would rather speak to a person, while 75% rated their chatbot experience three or below out of five.

The message is clear. Automation works for routine, high-volume queries, but when accuracy and urgency matter – especially in sectors like food delivery and quick commerce – customers demand empathy and expertise. Over-automation risks eroding trust and driving customers elsewhere.

Businesses must strike the balance between efficiency and human connection, or risk losing loyalty in the pursuit of cost savings.

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