Why Technology Can’t Replace the Human Experience

Why Technology Can’t Replace the Human Experience

Human touch plays a huge role in creating a unique connection, through empathy and passion and in delivering exceptional customer experiences.

At Smiles, there’s no doubt at all that technology has enabled us to create innovative processes that allow us to do our job better.

The key is to strike the right balance!

People still, and always will, matter. Here’s why:

1. Service Can Be Emotional While Technology Cannot

To get noticed in today’s business world, your service has to be stand out.

There is nothing stand-out about automated conversations. 

It’s essential to send the right message to the right people at the right time, and most importantly in the right way if you want to sell products and services, gain credibility,  and build positive word-of-mouth. 

Technology can’t replace the human aspect of communication and leadership. 

As humans, we have an innate capability to understand how another person is feeling, and how it affects them in their day-to-day life.

We know how customers really feel through interpretation, and we have compassion for them. 

Think about it… have you ever had to ring your phone company up because they overcharged you?


There is nothing more frustrating than automation.

“Press 1 if you’re about to lose your mind”.

You probably cried out, “I just want to speak to a real person”!

2. People Still Prefer To Have People Solve Their Problems

 At Smiles, we believe in a little thing called ‘artistry in the activity’.

The protocol may suggest one approach, but a person who is good at their job understands when to adjust and the subtleties that are required.

A great example of this for example would be any doctor worth his merit.

Doctors have a human ability to cater to the needs of the individual.

customer service outsourcing

That is what (most of the time) allows them to perform their job well.

Just because tech can replace a human worker doesn’t mean we’re always going to want that.

In some instances, even when tech could do an adequate job, we still want to deal with a person.


Because people listen, and I mean, really listen.

3. Less Work For Workforce Creates More Work For Customers 

During COVID-19 a lot of restaurants replaced waitstaff with iPad menus and while this was to protect the public, I think we all can admit it was a little arduous at times.

…scanning the QR code

…creating an account

…logging in

…navigating a never-ending menu

…putting in your payment details

Your food comes out of a little cubbie — no runners or any human contact required — but not everyone is going to want this kind of experience forever.

Some people like to be welcomed by a person, who not only takes the order but answers questions about the menu and brings you your food.

The same concept applies to any sort of customer care.

By replacing human connection with technology you create more steps for the customers to take to get their problem solved.

annoyed customer

More steps = more chances to fall off, drop off, or give up trying.

Ultimately, leading to a loss of what would have otherwise been, happy customers.

Your Agile Business Service Partner

In this digital world, it pays to have an agile business service partner that offers the perfect blend of real hands-on human magic, and state-of-the-art technology.

Even in scenarios that don’t involve advanced education like physicians, it doesn’t mean that we as humans would prefer to work with tech as opposed to a person.

human experience

It isn’t about being a luddite, it’s about offering the right balance for maximum benefit.

Technology marches relentlessly forward, and it would be foolish to argue otherwise, but some things remain fundamental, and people-to-people communication will continue to be one of them.

Just because the tech is available, doesn’t mean it’s always going to be the best option in every situation.