I was recently working with a small business owner who had a legitimate concern: “Mitch, I’m just not sure I want a robot answering my phones. What if it turns customers off?”
It’s a concern I hear often, and I understand where it comes from. As business owners, we work hard to earn customer trust. The last thing we want is for technology to make our businesses feel impersonal or cold.
But here’s the truth: when used correctly, AI doesn’t replace the human touch. It enhances it.
The Real Problem Isn’t AI. It’s Delay
Let’s be honest. Customers don’t love being sent to voicemail. They don’t want to wait days for a follow-up. And they certainly don’t enjoy being transferred three times to get a simple answer.
That’s where smart automation shines.
AI can answer basic inquiries instantly. It can qualify leads while you’re out on a job. It can schedule appointments without back-and-forth emails. And it does all of this 24/7, without coffee breaks or sick days.
It’s About Speed and Personalization
One of the biggest myths I hear is that automation equals generic service. That might have been true a decade ago, but today’s AI tools can personalize interactions in real-time.
For example, a customer reaching out about a service call can receive a tailored response based on their location, past service history, and preferred technician. All without waiting for a human to pick up the phone.
And when that customer does talk to a team member? The conversation starts with context, not catch-up.
What Customers Actually Want
Customers want to be heard. They want quick answers. And they want to feel like their time matters.
AI helps you meet those expectations. Not by replacing your team, but by giving them better tools and more time to focus on what humans do best: building relationships.
Back to That Phone Call
That business owner I mentioned? After seeing a demo and testing it out himself, he told me, “I didn’t think I’d like it, but this feels like an upgrade, not a compromise.”
Exactly.
When done right, AI doesn’t distance you from your customers. It helps you get closer, faster.
Ready to impress your customers around the clock? Let’s talk about how 1sixty8 AI can support your customer experience goals without sacrificing your personal touch.
No pitch. No pressure.
Just a real conversation about what automation could do for your business.
