Business News
Your AI Isn't Cutting It
Bring Back Humans for Customer Support
Written by: Paul Bloodsworth
September 29, 2025
[7 minute read]
INTRODUCTION
“Where did all the humans go?” you might yell into your phone, only to hear a robotic mumble or that oh-so-familiar “we're experiencing a high volume of calls” brush-off. As a licensed financial advisor at Excel, I’ve been tearing my hair out watching customer service vanish—especially in insurance, where trust isn’t just nice, it’s non-negotiable. And I don't like to lose my hair...
Companies are ditching live agents for AI clowns and pre-recorded nonsense, and it’s not just annoying—it’s a betrayal. This 12-minute, 31-second video (and this 6-7 minute read) unpacks the absurdity with data, rants, and a call to bring back humans. Buckle up—your experience probably stinks as bad as mine!
Catch Paul from Excel Media ripping into the customer service meltdown.
AI fails, voicebot disasters, and fiduciary flops— Recorded September 26, 2025, with live call proof!
The Vanishing Phone Number
Seriously, where are the phone numbers hiding? Websites like Chatbase.co and Airbnb have ditched them, forcing you to register or submit a “request” that might—maybe—get an email reply in 2075.
It’s their game, their rules, and the spoiler? You’re waiting forever. These digital gatekeepers slap AI chatbots in the corner with preprogrammed gibberish that loops back to square one if your issue dares to be unique.
In insurance, where a wrong move can cost lives, this “support” is a cruel joke—leaving clients and advisors like me fumbling in the dark.
The AI Replacement Fiasco
Found a number? Good luck getting a human. I tracked down one outfit—shipping live cargo, no less—and their old line now blares a voicemail: “No humans here, folks!”
For a company moving living animals, that’s beyond insipid—it’s dangerous and irresponsible. Insurity’s 2025 survey pegs AI confidence in insurance at a pathetic 20% (down from 29% last year), with Gen X at just 20% (from 34%).
In a fiduciary world where trust binds clients, assets, and advisors like atoms in a molecule, this AI takeover is the negative energy shattering that bond. Ridiculous!
"It's the businesses who prioritize human communication that will win the game...
"High Volume" Deception
Oh, that “unusually high call volume” line—pure genius, right?
Quora and Reddit threads roast it as a hang-up ploy, and the numbers back the rage: 60% ditch after two minutes (Calabrio 2025), 90% by five (Velaro 2012).
I called an insurance carrier this week—voicemail after one minute. They’ve got data to predict every call, yet won’t hire more staff because, gasp, it hits the bottom line.
So, you’re the shmuck who's waiting longer? It’s a lazy excuse that’s tanking their reputation—and mine when I can’t help clients.
Voice Recognition Hell
Voice recognition? More like “voice rejection”—a half-deaf, illiterate cyber rug rat stumbling through your words. AT&T’s 2018 study clocks 90% hang-ups at 90 seconds, with hold music stretching the torture by 30 seconds.
Imagine that in insurance, where a misheard claim detail could ruin lives. Reverieinc’s 2025 data shows noise botches everything, yet companies cling to this cheap chaos. It’s not efficient—it’s a reckless slap in the face to competence.
Fiduciary Failure in Insurance
Insurance is ground zero for this mess. My client’s tangled life policies need a human touch—impossible with their carrier’s voicemail-only setup.
JD Power’s 2025 report screams 38% auto insurance dissatisfaction from this “cold tech,” while Linga POS 2021 notes 59% abandon after one minute.
Jamie Dimon’s leaked rant calls faceless ops “stupid,” and he’s right—skipping meetings kills trust.
As an advisor, I can’t fulfill my fiduciary oath, so why would I push this carrier? It’s a trust-killer.
The Business Case for Humans
But wait—there’s a lifeline! Ditching phones for AI and forums is backfiring. I’ve heard clients rave, “I love calling a real person!”—and data agrees: 82% prefer humans over bots (CX Dive, Aug 15, 2025).
Companies like Zappos thrive on live support, winning loyalty while others flounder. It’s not some outdated fad; it’s common sense. Hire, train, prioritize humans—your bottom line and rep will thank you.
The Global Impact
This isn’t just a U.S. problem. Globally, Nextiva’s 2025 report tallies $4.7 trillion lost yearly from bad service, with Europe seeing 25% customer churn from AI flops (WTW 2025).
In Asia, insurers face regulatory heat for abandoning calls—yet persist. It’s a worldwide shrug at consumer needs, proving this trend’s insanity knows no borders. Time to wake up, worldwide!
Conclusion
This customer service dumpster fire is absurd but fixable.
Ditch the AI nonsense—bring back humans with phones, not voicemails. Consumers deserve it, and your business needs it to survive. Drop your horror stories in the comments or on X with #BringBackHumans.
Check https://go-excel.com/business.html for more rants and solutions. Let’s demand real help—excel in business, excel in life, until next time!