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Mehul Fanawala
•

The Clueless Company • 1m

“Can you connect me to a human?” That one line captures the exact moment when frustration peaks. You’ve repeated your issue four or five times to a chatbot. It keeps looping back with the same scripted responses. And by the time you finally type those words, you’re not just asking for help, you’re asking for relief. Here’s the thing: I don’t *mind* chatting with AI bots. In fact, if they solve my problem in one go, I’ll happily choose them over waiting in a call queue. But when it takes endless back-and-forth, when I have to fight to be “understood,” it defeats the purpose entirely. It’s not about AI vs. humans. It’s about resolution vs. repetition. Every customer conversation is really a test of patience. By the time someone escalates to a human, they’re already carrying frustration that could have been avoided if the bot was designed to actually listen, learn, and adapt. A good experience feels seamless: ✅ One clear answer. ✅ No repetition. ✅ No need to beg for human intervention. The difference? Emotional accuracy. It’s the moment a customer feels: “They get me. They understand what I’m actually asking.” Until AI systems (and the teams behind them) nail that, the phrase “Can you connect me to a human?” will keep surfacing, and with it, a chance lost to build trust. So the real question isn’t “Can AI replace humans in support?” It’s “Can AI stop making people beg for humans?”

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