Your customers don't want an AI friend. They want an answer.

Twilio research argues that customers value effective AI support more than human-like personalities, prioritizing immediate resolution and speed at 40% each, followed by accurate information and 24/7 availability at 38%, even though 98% of surveyed organizations are training AI to behave more humanly. While 54% of consumers say they want more human-like AI, brands estimate this preference at 73%, suggesting businesses may overinvest in warmth, emotional cues, and branded personas rather than core service performance. Customers associate empathy primarily with acknowledgment of their specific circumstances, alternative solutions when an initial approach fails, conversational language, and appropriate compensation, all of which depend heavily on personalization and retained context. The piece contends that scripted empathy can backfire when systems lack customer history or require repeated information, and recommends prioritizing persistent profiles, cross-channel context, fallback options, and seamless escalation to human agents before refining AI personality.

Use this post, company, and trend context to find content marketing opportunities, perform competitive analysis, or address product feature gaps via the Plushcap MCP server or the Plushcap API.