Why Customers Still Want to Speak to a Human in Customer Service

AI chatbots and automated systems have made customer service faster and more accessible than ever. But speed alone isn’t enough—customers still overwhelmingly prefer talking to a real person. Studies show that:

• 75% of consumers prefer human customer service over automated systems.
• 81% of customers would rather wait to speak with a human than get instant AI support.
• 52% of customer service professionals say that customers seek out human agents for their empathy and understanding.

 

So, why do people still want human interaction?

 

1. Empathy and Emotional Intelligence

Empathy is key. AI can process data, but it struggles to understand human emotions. When customers are frustrated, anxious, or dealing with a complex issue, they want someone who listens, reassures, and adapts to their needs. Research from Harvard Business School shows that eliminating human contact in stressful situations makes customers less satisfied with their own decisions, even when those decisions are correct.

 

2. Complex Problem-Solving

AI is great at handling routine inquiries, but it falls short on complex issues. When problems require critical thinking, creativity, or negotiation, customers trust human agents to find solutions that go beyond scripted responses.

 

3. Trust and Personalization

Human agents can read between the lines, pick up on tone, context, and subtle cues, and adjust their responses accordingly. This level of personalization fosters trust—something AI still struggles to replicate.

 

4. Frustration with ‘Doom Loops’

One of the biggest complaints about automated systems is the doom loop effect—where customers get stuck in an endless cycle of chatbots, IVRs, and automated replies without ever reaching a real person. This leads to frustration, wasted time, and damaged brand loyalty.

 

5. The Need for a Human Option

Even when customers are open to AI assistance, they still want the ability to escalate to a human when needed. Studies show that simply having a "talk to a human" button in a chatbot can ease customer anxiety and improve overall satisfaction.

 

People really do want to talk to a human being when they’re on edge, or at least have the option to — Michelle Shell, visiting assistant professor at Boston University’s Questrom School of Business found that even having a little button to talk to a real agent in a chatbot puts people at ease.

 

“Reintroducing notions of human contact by giving them these options to connect with the company, even if they don’t actually use it, can restore trust.” she says.

 

While AI and automation enhance efficiency, customers are still asking for human support—especially when dealing with complex or high-stakes issues. Businesses that prioritize human-centered customer service not only meet this demand but also see major benefits—higher sales conversions, stronger customer loyalty, and improved satisfaction scores.

 

Companies that integrate human interaction strategically, rather than replacing it with automation, align with customer expectations and outperform those that rely solely on AI.

 

1. Higher Sales Conversions with Human Support

Real-time human interaction fosters trust and decision-making, leading to better sales outcomes:

• ING increased business loan conversions by 33% after introducing video calls as a customer service option.
• Customers are more likely to commit to purchases when they can interact with a real person who can address concerns and personalize solutions.

 

2. Boosted Customer Satisfaction & NPS Scores

Customers rate human interactions—especially through video calls—higher than automated or text-based support.

• Businesses using video-based customer support have seen Net Promoter Scores (NPS) jump from +63 to +78.
• Video calls offer a more personal, engaging experience than chatbots or text-based live chat, leading to higher trust and satisfaction.

 

3. Reducing Customer Effort for Better Retention

Customers value speed and simplicity, but they also want low-effort experiences that don’t frustrate them. Human-centered service ensures:

• Faster issue resolution by allowing agents to quickly understand the customer’s problem.
• Less repetition, reducing the need for customers to explain their issue multiple times across channels.
• A personal touch that makes customers feel valued and understood, strengthening loyalty.

 

4. Seamless Omnichannel Support: Digital + Human

The best customer service isn’t AI vs. Humans—it’s a blend of automation and human support where needed. Businesses that offer fluid transitions between digital self-service and human agents provide:

• More flexibility, letting customers choose how they interact with a brand.
• Faster resolution, as complex inquiries get escalated to human agents without frustration.
• More efficiency, with video calls reducing average handling time by 34% to 42%, streamlining customer interactions.

 

5. Stronger Brand Loyalty & Long-Term Revenue Growth

A company’s commitment to human-centered service directly impacts its bottom line and customer experience metrics:

• Higher retention rates – Customers stick with brands that offer real, accessible support.
• Increased referrals – Happy customers recommend businesses that provide great service.
• Greater lifetime value (LCV) – Customers who feel heard and valued are more likely to make repeat purchases.

 

We all know the feeling of being stuck in an endless loop—pressing buttons, repeating your issue to a chatbot, getting transferred between departments—only to end up exactly where you started. This frustrating cycle, known as a "doom loop," has become a major problem in customer service.

 

What Are Customer Service Doom Loops?

Doom loops occur when automated systems fail to provide resolution, forcing customers to:

• Navigate through complex IVR (Interactive Voice Response) menus without ever reaching a real person.
• Get redirected between different channels (chatbots, email, voice AI) without clear answers.
• Repeat the same information multiple times, leading to frustration and wasted time.

 

Gartner reports that 30% of customers end up using three or more channels to resolve a single issue—often going in circles before finally getting help. These high-effort experiences not only damage customer satisfaction but also erode brand trust and loyalty.

 

Governments Are Taking Action Against Doom Loops

Frustration with automated customer service isn’t just a consumer complaint anymore—it’s now catching the attention of regulators.

 

• In the U.S., the Biden-Harris administration introduced the “Time Is Money” initiative in August 2024 to curb doom loops. This plan aimed to:

• Require companies to provide a “Talk to a Human” button to allow customers to bypass automated systems.

• Regulate chatbot limitations, ensuring AI doesn’t trap users in inefficient, time-wasting interactions.

 

• The European Union is predicted to introduce laws by 2028 mandating a “Right to Speak to a Human” in customer service. This means businesses will have to offer clear pathways to real agents, preventing companies from hiding behind automation.

 

Why Businesses Must Adapt Now

With government regulations looming, companies that proactively address doom loops will have a competitive advantage. Brands that provide seamless omnichannel support—with clear escalation paths to human agents—will:

• Enhance customer trust by eliminating frustrating service loops.
• Stay ahead of compliance requirements before laws take effect.
• Strengthen brand loyalty by offering low-effort, human-centered support.

 

The bottom line? Customers shouldn’t have to fight to speak to a human. Businesses that embrace human-centered service now won’t just avoid legal trouble—they’ll also win over customers in the long run.

 

4. Reduce Customer Effort: Make Support Seamless

A human-centered experience isn’t just about who customers interact with—it’s also about how easy the interaction is. Low-effort customer journeys lead to higher satisfaction and retention.

• Streamline Support Across Channels – Customers hate repeating themselves. Enable seamless omnichannel transitions (e.g., chat to phone or video call) with full context retention.
• Make “Talk to a Human” Easy – Whether through chatbots, IVR, or self-service portals, customers should always have a clear, quick option to connect with a human.
• Optimize Wait Times – If immediate assistance isn’t possible, offer:

• Estimated wait times

• Callback options

• Real-time status updates

 

5. Offer a Clear Path to Speak with a Human

One of the biggest frustrations for customers is feeling trapped in automated loops with no way to reach a person. A truly human-centered approach ensures that human support is always an option when needed.

• Make the Option Obvious – Ensure customers know upfront that they can request a human representative, rather than forcing them to navigate multiple automated steps first.
• Minimize Friction – Avoid long IVR menus, chatbot, or AI Agent interactions that require multiple failed attempts before allowing human escalation.
• Provide Multiple Contact Methods – Offer phone, live chat, click-to-video and email support, so customers can choose the best method for their situation.

 

6. Use AI as a Support Tool—Not a Replacement

AI and automation should enhance human service, not replace it. The most successful companies use AI to handle repetitive tasks while reserving human agents for high-value interactions.

• AI Can:

• Automate routine inquiries (FAQs, order tracking) for faster resolutions.

• Analyze sentiment in real-time to escalate complex issues to human agents.

• Surface relevant knowledge base articles, so agents can respond more efficiently.

 

• Humans Excel At:

• Providing empathy, creativity, and problem-solving in nuanced situations.

• Understanding emotional cues that AI might miss.

• Building long-term customer relationships that drive loyalty.

 

Approximately 48% of consumers do not trust information provided by AI-powered customer service bots, and 56% often feel frustrated when dealing with AI chatbots. Sometimes customers just want to speak to a human but can’t find the way to reach one.

 

Here are some tips to hack your way to chatting with a real human when reaching out to customer support.

 

1. Press Zero or Stay Silent

Many automated systems allow callers to reach a live representative by pressing 0. If that doesn't work, staying silent may prompt the system to transfer you to an agent.

 

2. Call During Off-Peak Hours

Contacting customer service during off-peak times, such as early mornings or late evenings, can result in shorter wait times and a higher likelihood of speaking with a human.

 

3. Use Specific Keywords

When interacting with automated systems, using phrases like "representative," "customer service," or "agent" can trigger a transfer to a human agent. Additionally, mentioning words like "complaint" or "cancel my account" may expedite the process.

 

4. Speak Randomly or Mumble

Providing unclear or nonsensical responses can confuse the automated system, potentially leading it to connect you with a human agent.

 

5. Leverage Social Media

Posting a polite but public complaint on platforms like X or Facebook can prompt companies to respond quickly, as they often monitor social media to maintain their reputation.

 

6. Contact the Sales Department

Reaching out to the sales department instead of customer service can sometimes result in quicker human interaction. Once connected, you can request to be transferred to the appropriate department.

 

7. Express Urgency (Calmly)

Calmly expressing urgency by mentioning issues like billing problems or service cancellations can prompt the system to prioritize your call. However, it's essential to remain polite to avoid potential deprioritization.

 

8. Use Online Directories

Since 2006, GetHuman.com has provided a database of company contact details and instructions on bypassing automated systems to reach live agents. The platform also offers user reviews, troubleshooting guides, and a service that waits on hold for you.