In a world where efficiency and automation dominate, businesses are rapidly replacing human-centric customer service with poorly implemented chatbots and impersonal technologies. This shift, which accelerated during the COVID-19 pandemic, is now having significant unintended consequences for both businesses and their customers.
From airlines and banks to hotel booking services and delivery apps, the rise of unintelligent bots has created a frustrating and impersonal customer experience. Often, these systems lack nuance, context, and the ability to resolve complex issues. Worse still, many companies provide no alternative—like a human phone operator—forcing customers to navigate confusing automated systems with no clear path to resolution.
The proliferation of these technologies can be compared to the spread of a virulent virus. Driven by a “follow-the-leader” mentality, companies are rushing to adopt chatbots and AI-powered tools, often at the expense of true service and customer relationships. Business owners and their teams cannot build a relationship with a chatbot. According to a 2023 Zendesk report, 60% of customers feel frustrated when they interact with chatbots that fail to resolve their issues, and 40% say they are left with a worse impression of the brand.
The lemming-like adoption of these systems is doing more harm than good. Customers are increasingly expressing dissatisfaction, with social media becoming an outlet for public grievances. Beyond frustration, there’s an emerging concern about the mental health impacts of dealing with inefficient systems. The stress of unresolved issues and lack of human interaction can exacerbate feelings of helplessness and anger, making a simple task feel like an uphill battle.
Customer service has historically been rooted in human relationships. Trust, empathy, and effective communication have always been the cornerstone of a positive customer experience. Yet, the recent over-reliance on automation and AI has undermined these principles.
Companies that invest in human-led service models often see better customer satisfaction and loyalty. A 2022 PwC survey found that 82% of customers prefer interacting with a real person rather than a chatbot, even for routine queries. Furthermore, companies that prioritize customer service experience a 60% higher customer retention rate compared to those that rely heavily on automation.
At Synchronas Financial, we are taking a stand against this dehumanizing trend. We believe that the best customer experiences are built on genuine relationships, not artificial barriers. Our strategy centres on real people and real customer service, ensuring that clients feel heard, valued, and supported.
For entrepreneurs scaling their businesses, we provide tailored financial services guided by experienced professionals who understand the complexities of business growth. This relationship-first approach not only fosters trust but also delivers better outcomes for our clients.
It’s time for businesses to rethink their approach to customer service. Chatbots and automation have their place in handling routine inquiries, but they cannot replace the empathy and problem-solving ability of a human being. A balanced model—where technology supports, rather than replaces, human interaction—is the way forward.
By prioritising relationships over rigid systems, companies can reduce customer frustration, enhance loyalty, and ultimately create a better world for their customers and employees alike. Let’s stop the bots and bring back the principles of relationship-first service. It’s not just good business—it’s the right thing to do.
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