For years, businesses assumed that customers only wanted to speak with real people when they picked up the phone. Human agents were seen as the gold standard because they could show empathy, adapt on the fly, and connect on a personal level. But in 2025, the story is shifting. With the rise of artificial intelligence, more and more companies are turning to AI callers that answer phones, speak naturally, and help customers with real tasks. The question is, how do customers feel about it?
The answer might surprise you. While some people still prefer the reassurance of a human voice, surveys show that a growing majority of customers are not only comfortable with AI, but often prefer it when it makes their lives easier.
What the Research Says
Several recent studies reveal how quickly customer attitudes are changing. A 2023 survey from PwC found that 59 percent of consumers are open to businesses using AI for customer service as long as it improves speed and convenience. Zendesk’s Customer Experience Trends Report went further, showing that 72 percent of customers value fast response times above everything else, even over speaking with a human. Salesforce echoed these findings in its State of the Connected Customer report, where 65 percent of people said they did not mind if they were speaking to AI as long as the issue was resolved.
At the same time, Gartner predicts that by 2026, three out of every four customer service interactions will involve AI in some form. That number alone makes it clear: the future of customer communication is already here, and customers are more accepting than many business owners might think.
Your most unhappy customers are your greatest source of learning. They show you not only where your product or service is falling short, but also where the biggest opportunities for innovation and growth lie. Listening to them with humility and urgency is the fastest way to build something that truly lasts.
-Bill Gates
Why Customers are Embracing AI Callers
One of the biggest reasons customers are warming up to AI callers is speed. Nobody enjoys waiting on hold. When an AI answers immediately and gets to the point, customers feel acknowledged and valued. In fact, for routine tasks like booking an appointment, checking store hours, or confirming an order, people often prefer the quick efficiency of AI over waiting for a person to become available.
Another factor is familiarity. Thanks to Siri, Alexa, and Google Assistant, most people already talk to AI every day without thinking twice about it. Speaking with an AI caller now feels less like a novelty and more like an extension of the tools customers already use. Add to that the fact that modern AI sounds far more natural than the robotic phone systems of the past, and you get a smoother, less jarring experience.
Availability also plays a role. Customers do not live by business hours anymore, and they expect answers at night, on weekends, or whenever it is convenient for them. An AI caller never clocks out, which gives businesses a way to meet those expectations without burning out their staff.
Finally, consistency matters. Human agents can be excellent, but they can also have bad days. AI callers deliver the same tone, patience, and professionalism on every single call, and that predictability creates a sense of reliability for customers.
Where Customers Still Want Humans
Of course, customers do not want AI for everything. When emotions are high, such as during a complaint or dispute, empathy becomes essential, and AI cannot fully replicate that. When problems are complex and require judgment, customers often prefer to speak to someone who can think beyond a script. And when customers feel stuck with AI, unable to reach a person, frustration builds quickly.
This is why experts agree that the future of customer service is not about AI replacing humans but about balance. AI callers are excellent at handling the repetitive, routine conversations that take up most of a business’s time. Humans should step in for the sensitive or complicated calls where personal connection makes all the difference.
Different Industries, Different Comfort Levels
Not all industries are the same when it comes to customer comfort with AI. In restaurants and hospitality, customers are happy to let AI take reservations or answer menu questions. In real estate, people are fine scheduling property viewings with AI but expect a human when it comes to negotiations. In healthcare, patients are comfortable booking appointments with AI but still want a person for medical advice. In e-commerce, AI excels at handling order tracking and return requests, but in financial services, many customers hesitate to discuss money with a machine.
Looking Ahead
By 2030, PwC estimates that AI could add more than 15 trillion dollars to the global economy, with customer service being one of the areas most impacted. As AI callers become even more natural and integrated into business systems, customer acceptance will continue to grow. What matters most is that businesses use them wisely: make AI the first point of contact, give customers quick answers when possible, but always keep the option of transferring to a human.
Final Thoughts
So, do customers like talking to AI callers? The research suggests that most do, especially when the AI is fast, natural, and helpful. Customers care less about who is on the other end of the line and more about how quickly their needs are met. They appreciate AI for the convenience and reliability it brings, and they only push back when they feel blocked from human support.
The takeaway for businesses is simple. Customers are ready for AI callers, and many already prefer them for routine interactions. By striking the right balance between AI efficiency and human empathy, companies can deliver a customer experience that is faster, smoother, and more satisfying than ever before.
