When it Comes to AI, We’ll Choose Humans Every Time…and Twice on Sundays
When we launched Panorama Call Solutions, we never thought we would be spending so much time defending humanity against Artificial Intelligence.
Yet, every day we’re asked: “Why use live call agents instead of an AI bot?”
It’s simple really…there’s no substitute for human connection. Customers would much rather talk to a living, breathing, thinking, actual human (quirks and all!) than a perfectly programmed language learning model.
Think about it…don’t you prefer to speak to another person? Even if you have some comfort in chatting with AI, the statistics for potential customers and clients say that humans are still the clear favorite.
AI versus Humans? We choose humans every single time!
In a 2024 survey, 75% of living, breathing human beings like you and me prefer talking to another living, breathing human — either in-person or over the phone — for customer support. And 40% of those living, breathing humans shared that a positive customer service experience ensures their brand loyalty.
And if you’re thinking “Well, as AI gets better, so will its ability to help with over-the-phone customer service,” we’re still putting our bet on humans. Managed hosting provider, Kinsta, conducted a 2025 survey, finding that 78% of respondents said humans resolve customer service problems faster, and 84% said humans resolve problems more accurately. More than half the respondents (55%) said they “frequently needed” to escalate their customer service call from an AI to a human.
Humanity for the win!
Now, we’re not saying that AI doesn’t have its place (like creating some wacky images), but when it comes to handling customer service needs, we’ll take our coffee-drinking, food-eating, living, breathing humans any day, because they know how to talk to other humans — in both English and Spanish!
Panorama Call Solutions reps interact with your customers like humans because we are humans.
Give us a call at 1-833-207-3586 to speak to one of our humans about how we can help you deliver excellent support to your customers.
