Why human support matters even more in the era of AI

AI in customer service has transformed how businesses respond to their customers. It is constantly growing, and chatbots can greet you faster than people do. But when your callers are stressed, stuck, or simply need to feel heard, human support makes all the difference.

Automation has a place in running a business, but it can never replace human empathy.

This isn’t a nice-to-have – with Setmore, it’s foundational. While AI takes over customer service all over, something slips through the cracks: connection.

Powered by people, built for people. Every message matters, and every conversation is a chance for connection.

AI and the future of customer service

From auto-replies to chatbots, AI customer service now handles tons of interactions a day. It’s quick, doesn’t take a day off, and is excellent for routine tasks. If you need a rapid response, it can be a handy stopgap.

When it comes to everyday tasks, automation can help give you back time. It’s perfect for confirming appointments, sending reminders, and adding appointments to your calendar. But AI lacks that extra layer of depth for personal interactions. This is the difference between automation and AI; it’s here to help, not to take over. 

As AI customer service expands, expectations can shift. Increasingly, people are becoming frustrated when they encounter a chatbot or an AI answering service. In fact, 83% would prefer to speak with a real person than AI when contacting a business. 

They want answers and understanding. It’s efficiency and empathy. Technology helps with speed, but people are the warmth. 

Customers don’t want breakneck speed; they want understanding. 

AI I think, therefore I am

AI can recognize patterns, but can’t read the room. Context is everything.

Customers who call confused, stressed, or facing a deadline may not just need a link to a support article—they need reassurance and a helping hand to guide them through. A person can really listen, read between the lines, and get the urgency.

64% of people now say they prefer businesses that don’t use AI for customer service. As there is a significant push for AI to cut costs or replace parts of the workforce, people are valuing human connection more than ever. It’s not a premium — it’s a necessity. 

That’s why Setmore support is always 100% human. To hear your message and the emotion behind it. Whatever time of day, whenever you need help, you can rest assured that another person will be on the other end to help you out.

The sweet spot: Human + Automation

This isn’t being anti-AI or human vs. AI. It’s how we can grow with this technology, not let it replace us. 

You always have human support with Setmore. And with Live Receptionist, you can offer your customers that same connection. A real person answers your calls—day and night—whenever you can’t reach the phone. With custom scripts, every caller will be treated with that same familiar tone they know your brand for. 

When they schedule appointments over the phone, it is automatically added to your calendar. That’s offering human understanding, perfectly paired with automation. 

Start automating, continue connecting

So, automate your scheduling with an online Booking Page, reduce no-shows with automated reminders, but save the real human connection for answering the phone and delivering your stellar service.

Because AI should only be used to give you time for what truly matters.

Want Setmore? Get started for FREE, or book a demo to learn more about what Live Receptionist can do for you. 

by Lee

Writes words. Has a dog.

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