What Customers Really Think About Talking to Bots

AI chatbots and voice agents have become essential tools in customer support. But while businesses love them for their efficiency, speed, and scalability—what about the people on the other side of the conversation?

Do customers trust bots? Do they even know they’re talking to one? And when does bot-based support become frustrating instead of helpful?

This post explores customer attitudes toward AI-powered support and offers practical tips on how to create a chatbot or voice assistant experience that people actually enjoy.

The perception gap: businesses vs customers

It’s easy to assume customers will dislike bots—but the reality is more nuanced. According to recent surveys:

• 69% of customers are satisfied with chatbot interactions when their issue is resolved
• 56% say they’d prefer to message a business than call it
• Only 20% care whether it’s a human or bot—as long as it solves their problem

So no—it’s not that customers hate bots. They just hate bad bot experiences.

What frustrates people when talking to bots

1. Bots that pretend to be human

‍When a chatbot tries to sound human without being honest, it creates mistrust. Today’s users are smart—they can tell. Instead, it’s better to say:

“Hi, I’m Ava—your AI assistant. I’ll help as much as I can, and connect you to a person if needed.”

2. Getting stuck in loops‍

Nothing frustrates a customer faster than repeating themselves or getting stuck in “Sorry, I didn’t understand” loops. If the bot can’t help, it should hand over quickly. This is where Dante AI’s Human Handover feature shines.

3. Overly robotic tone‍

Bots that sound like an instruction manual don’t build trust. Customers want clarity, yes—but they also want warmth and simplicity.

What customers like about AI support

1. Instant answers‍

No hold times. No waiting for business hours. If a chatbot or voice bot can answer quickly and correctly, most customers are relieved.

2. Predictable responses‍

Bots don’t get tired or emotional. They stick to the facts and avoid giving inconsistent information.

3. Always available‍

Late-night question? Weekend order update? Bots that work 24/7 are a clear win for global users and busy lives.

How to make your AI assistant likable and effective

Be upfront‍

Introduce your AI by name. Let users know they’re talking to a bot, and reassure them that they can always reach a human.

Match your brand tone‍

If your brand is casual and friendly, your chatbot should be too. If you're professional and serious, reflect that in your AI's voice.

Use small talk—strategically‍

A touch of personality helps. “Got it! Just a sec...” or “Let me check that for you” mimics how real support conversations feel.

Escalate with care‍

Set clear rules for when to pass a user to a human, and make that transition smooth. Dante AI’s Human Handover ensures no info is lost along the way.

Voice agents: how do people feel about talking out loud to bots?

AI voice agents are growing fast—but they come with their own set of expectations.

When it works best:

• Simple requests like checking order status or store hours
• Booking appointments
• Providing status updates

When people get annoyed:

• When the bot misunderstands accents or phrasing
• When it doesn’t offer a way to connect to a human
• When it forces rigid menu options instead of natural conversation

Tip: Keep responses natural, allow interruptions, and always include a fallback route to live support.

Final thoughts: customers accept bots—when they work‍

You don’t need to trick users into thinking your bot is human. In fact, trying too hard can backfire. What customers want is:

• A fast, helpful answer
• A conversational tone
• A way to escalate if needed

Get those right, and most users won’t care that it’s a bot—they’ll just be glad they got help.

‍Want to build a bot your customers will actually enjoy talking to?‍

Start with Dante AI—a no-code platform for AI chat and voice assistants that sound human, respond fast, and know when to escalate to your team.

Use our setup guide to launch your own assistant in minutes and design a support experience people trust.