Customer Sentiment Favors Human Interaction Over AI Voice Tools

Customers can tell the difference between talking to a person and a bot, and are willing to pay a premium for genuine human interaction, creating an opportunity for businesses that avoid replacing staff with AI voice systems.

“Customers can tell the difference between talking to a person and talking to a bot, and Cooper-Vastola believes people will increasingly pay a premium to know they’re speaking with someone who genuinely knows their name and history, not an automated voice following a script.”

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