Will Yates, co-founder of ttagz, a user-generated content tool for brands, emphasizes the importance of human connection in customer service. He believes that bots will never be able to truly empathize with customers' personal struggles and feel genuine emotions like humans do. Yates values kindness, patience, and humor when interacting with customers, which he believes sets him apart from automated support systems. He cites American Express as an example of excellent customer service, where human representatives are willing to go above and beyond for customers. Yates also shares his greatest productivity hacks, including checklists and time allocation, and reveals that his most used emoji in customer chats is the rocket ship symbol (🚀). Overall, Will Yates highlights the unique qualities of human connection and empathy in providing exceptional customer service.