There’s a heated debate in the customer service world about when to use AI versus human agents. As someone who has studied customer experience for years, I’ve seen both sides of this argument play out in real businesses. While my research shows that 68% of customers still prefer phone interactions, the reality is more nuanced than simply choosing one approach over the other.
Last week, I discussed situations where human interaction remains essential despite AI capabilities. Today, I want to explore the opposite perspective: Sometimes AI is actually the smarter choice, and eliminating human-to-human interaction creates a better customer experience.
When Efficiency Trumps Engagement
Think about it – when a customer wants to check their account balance, reset a password, or track a package, do they really need to speak with a human? What they truly want is fast, accurate information delivered conveniently. They don’t need small talk or relationship building for these simple transactions.
The key is recognizing when customers value efficiency over engagement. Even those who say they prefer phone support also prioritize convenience and speed. Sometimes the most convenient experience is one that eliminates unnecessary human interaction entirely.
The customer experience improves when you match the right resource to the customer’s specific need.
Finding the Right Balance
Smart companies are learning to use both AI and human agents strategically. They’re finding that sweet spot where technology and people complement each other. This balanced approach typically means:
- Using AI for routine, transactional interactions that require speed and accuracy
- Making live agents available for situations requiring judgment, creativity, or empathy
- Creating seamless handoffs between AI and humans when issues escalate
The goal isn’t to replace humans with AI – it’s to put each where they excel most. This sometimes means letting technology handle tasks even when a human could technically do the job.
What Customers Really Want
In my experience studying customer behavior, I’ve found that most customers don’t actually care whether their problem is solved by a human or AI. They just want it solved well – quickly, accurately, and with minimal effort on their part.
For simple inquiries, AI often delivers a superior experience because it:
- Provides immediate responses without wait times
- Delivers consistent answers every time
- Is available 24/7
- Handles multiple requests simultaneously
When implemented thoughtfully, AI can handle these interactions more efficiently than even the best human agents, freeing those agents to focus on complex issues where their uniquely human skills make a difference.
The Human Safety Net
While I advocate for pushing AI-powered experiences for the right reasons, I always emphasize one critical point: Always give customers an easy way to connect with a human and continue the conversation if needed. This safety net ensures that customers never feel trapped in an automated system that isn’t meeting their needs.
The best implementations of AI in customer service aren’t about forcing customers into digital channels – they’re about offering the right resource at the right time. When customers have simple needs, AI can often serve them better than humans. When their needs become complex or emotional, humans should be readily available.
By thoughtfully deploying both AI and human agents where they excel most, companies can create customer experiences that are both efficient and empathetic. That’s not just good for business – it’s what customers increasingly expect in today’s world.
