In the current corporate scenario, the efficiency of Artificial Intelligence (AI) faces a behavioral obstacle: the consumer's demand for real connections. Although the technology offers uninterrupted availability and high processing capacity, the lack of the human“” has cost companies dearly. According to experts, AI only generates effective conversion when it can emulate the naturalness of a person.
Recent data corroborate this view.The report Customer Service Trends 2025, published by The Future of Commerce, reveals a warning scenario: 60% of respondents feel frustration when they realize that they interact with an AI, and 58% say they would switch brands if they do not find a simple way to talk to a human attendant.
The “ error in the” robotized communication”
Jenifer Calvi, Head of Product and Business at Irrah Tech, said the biggest misconception of companies is to implement digital agents with overly formal or dry language.
“Sorry about waiting for‘ or & CHECK this out for you’ make a difference. The more human the AI looks, the greater the chances of creating connection, generating trust and, above all, converting‘, explains Calvi.
According to the executive, robotic communication pushes the customer away, creating an emotional barrier that prevents loyalty.
The 4 pillars of failure in automation
In addition to the lack of empathy, experts point out four structural flaws that turn virtual assistants into problems for the business:
- Lack of Purpose: Agents without clear goals (such as resolution or conversion rate) become“ black-box” that do not allow you to measure whether they are helping or hindering.
- Bad Data: Feeding AI with incorrect or outdated information generates contradictions and unsatisfactory responses.
- Isolated Agents (Lack of Integration): A friendly bot that has no access to prices, stocks or schedules makes the conversation empty and useless. “Imagine a customer asking about an order and the bot responding with assumptions. This generates” rework, exemplifies Jenifer.
- Lack of Monitoring: The lack of daily monitoring of performance prevents continuous improvements essential for the evolution of care.
Personality-focused solutions
In response to these pains, the technology market has developed solutions that allow the creation of agents with “personality” GPT Maker, from Irrah Tech, illustrate this trend. The platform, present in more than 70 countries, allows companies to train digital attendants without the need for programming (no-code).
The difference of these new technologies is the ability to adjust the tone of voice, incorporate regionalisms and learn from internal content integrated with channels like WhatsApp and Instagram, these AIs can identify the profile of the audience in real time.
“The future of care is not to replace people, but to enhance” interactions, concludes Jenifer Calvi, reinforcing that technology should serve to strengthen the relationship, and not just to reduce operating costs.
