Despite technological advances, “speaking to a real person” remains the most important factor in resolving customer service issues, according to a survey commissioned by insurer Youi.

The poll of 2000 Australians found that while 81% reported a positive most-recent customer service interaction, the cost of negative experiences is steep.

Of those who had a poor experience, 91% said it had an impact on their time or wellbeing, with 27% losing family time, 23% losing work focus and 18% losing sleep.

More than half of respondents (51%) said speaking to a real person was the top factor driving effective resolutions. This was followed by 34% citing great communication and 33% highlighting short wait times.

But Youi chief customer officer Anthony Antonucci says “access to a real human” is becoming harder as companies increasingly rely on automation and AI.

“Consumers are feeling the consequences,” he said. “Even tech-savvy Australians, who are comfortable with digital tools, still credit real human support as critical to resolving their issue.

“That tells us something important: technology can absolutely help, but it can’t replace empathy, clarity or genuine connection. These three elements are key to timely issue resolution, giving customers their time back.”

See the survey data in full here.

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