It is possible that you have already noticed that year after year we are increasingly serviced by recordings or automatic messages whenever we use a customer service (SAC). This is because robotization allows for a much greater number of calls than humans in the same period of time. But, despite being good for business, the other side of the counter is not satisfied. A survey by the online research institute Qualibest showed that consumers prefer to talk to real people when it comes to solving a problem. As much as the robot software tries to simulate a service as human as possible, whether with more natural recordings on the phone or colloquial phrases in chats and applications like W hatsApp and Telegram , people prefer traditional contact, with another person, on the other side of the line. According to the survey, 31% of respondents do not like telephone service with a robot and 41% go further: they said they “hate” this type of service. The survey also shows that 51% of people lik...