Terry KS A Youi-commissioned study finds Australians still prioritise human interaction in customer service, despite increased use of AI and automation. Negative service experiences also carry significant personal costs, impacting time, wellbeing, and productivity.
AUSTRALIA, 30 APRIL 2026 – New research commissioned by Youi reveals that human interaction and clear communication remain essential to positive customer service experiences, even as businesses increasingly adopt automation and AI. The study of over 2,000 Australians found that while 81% reported a positive recent interaction, negative experiences carry significant personal costs beyond financial impact.
The findings highlight a hidden “time-away” cost, where 62% of respondents said customer service interactions took time or energy away from important aspects of life, including personal downtime, mental wellbeing, family time, work, and sleep. This impact intensifies during negative experiences, with 91% of dissatisfied respondents reporting disruptions to their time or wellbeing.
According to Anthony Antonucci, the research outlines a clear formula for effective customer service: access to real human support, clear communication, and fast resolution. Despite growing reliance on digital tools, 51% of respondents identified speaking to a real person as the most important factor in resolving issues, followed by good communication and quick response times.
Even among tech-savvy users, 81% said human interaction remains critical for high-stakes matters such as finances, health, and family concerns. Meanwhile, 67% of Australians expect to speak to a real person immediately when issues arise, reflecting frustration with overly automated systems.
Sabina Read emphasised that human connection plays a fundamental role in resolving customer concerns, noting that empathy and being understood cannot be replicated by technology alone. As AI and chatbots become more prevalent, the demand for genuine human engagement continues to shape customer expectations.
The study underscores a growing tension between efficiency and experience, suggesting that while automation can enhance operations, businesses that prioritise human-centric service will be better positioned to retain customer trust and satisfaction.