AI in customer support is facing serious scrutiny. A recent survey shows over 80% of consumers would rather wait for a human than engage with a chatbot.
The issue started with frustrations around AI’s inability to handle complex or emotional inquiries. Many customers expect empathy—especially in fintech, where issues can revolve around sensitive financial matters like frozen accounts or fraud.
Statistics point out that while AI can manage simple requests, it struggles deeply in tough scenarios. The majority of queries often call for human judgment, critical thinking, and emotional nuance—areas where AI falls short. 
"Only an empathetic response can neutralize a negative experience."
This reality is pushing companies to reconsider their AI strategies. The current trend sees AI being used as a tool to handle basic questions, while human agents tackle the intricate issues that require social intelligence.
For example, fintech firms serving creators face unique challenges. Creators have variable income streams and different needs. They need detailed support that simple automation can’t address.
The launch of new AI tools shouldn’t mean total replacement of human agents. The goal is to design systems where AI amplifies human efforts, not replaces them. Removing mundane tasks allows agents to focus on meaningful interactions.
"So the question is not whether to use AI or not—it’s how to design systems where AI actively helps humans do their job better."
As the debate continues, expect firms to adapt their approaches—using AI where it shines but keeping humans in the loop for the tough conversations.
