Do not use AI chatbots or AI voice agents

"We're implementing AI chatbots to save on customer service costs."

That sentence might be costing you more customers than you realize.

Let me ask you a simple question: When was the last time you felt delighted after interacting with a chatbot?

I'll wait.

The things is, in our rush to get in to AI and automation, we've forgotten a fundamental truth about business: People want to talk to people.

THE CHATBOT REALITY:

• 75% of customers will immediately look for ways to reach a human when confronted with a chatbot • 61% find chatbots more frustrating than helpful • 86% prefer human interaction for anything beyond the most basic queries (Estimated numbers)

Think about your own behavior:

When you call your bank about a missing transaction, do you celebrate when the robot voice answers? Or do you immediately start pressing "0" repeatedly, hoping to bypass the system?

When you visit a website and a chatbot pops up, is your first thought "Great!" or "How do I close this thing?"

The businesses in my network that have implemented AI chatbots and voice agents have discovered a the reality of what it looks like cost savings on paper often translates to lost revenue in reality.

Here's why AI customer service is backfiring:

1. FIRST IMPRESSIONS MATTER • Your chatbot is often the first interaction a prospect has with your business • That first impression sets the tone for the entire relationship • Starting with artificial interaction signals you value efficiency over connection

2. COMPLEX PROBLEMS NEED HUMAN SOLUTIONS • AI can handle simple, predictable queries • But business relationships are built during complex, nuanced conversations • The moment a customer has to explain themselves twice, you've lost them

3. EMOTIONAL INTELLIGENCE CAN'T BE PROGRAMMED • Customers don't just want answers—they want understanding • AI can't detect frustration, confusion, or urgency in a human voice • The empathy gap creates distance between you and your customers

The most successful businesses I work with aren't replacing humans with AI, they're using AI to make their humans more effective.

They're using technology to: • Route inquiries to the right person faster • Provide their team with better information • Automate behind-the-scenes processes

But they keep humans at the forefront of customer interactions.

Because in a world where everything is becoming automated, the businesses that maintain the human touch aren't just saving money, they're creating competitive advantage.

Your customers don't want to talk to robots. They want to talk to you.

And if you won't talk to them, your competitors will.

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