Sponsored content by AnswerConnect.

Artificial intelligence may be transforming industries, but when it comes to customer service, most people still want what bots can’t offer: empathy, understanding, and the reassurance of a real conversation.

How do we know?

AnswerConnect recently conducted a survey with OnePoll, 6,000 adults explored how consumers feel about AI in everyday life and customer service. The results carry a clear warning for brands, and especially franchisors – who risk losing trust, loyalty, and connection when they remove the human touch.

Here are five insights every franchisor should know:

83% of consumers would rather speak to a real person than AI when contacting a business.

Despite the hype around automation, most customers still crave genuine human interaction. They want to feel heard and understood, not processed by a program. When your franchise’s first impression is a bot, you may be losing trust.

53% say their trust in a business would decrease if it relied mostly on AI for customer service.

Trust is the foundation of every customer relationship, and of every successful franchise. Over half of consumers say over-reliance on AI erodes their confidence in a brand. The takeaway: technology should support people, not replace them.

78% would choose the business where a human receptionist answers the call.

When comparing businesses with similar reviews, humanity becomes the differentiator. A warm greeting and a real conversation don’t just win customers – they build long-term loyalty. For franchisors, that human-first impression can drive consistency and conversion across every location.

70% believe human agents show more empathy and care than AI.

Empathy can’t be automated. It’s built from shared human experience – tone, intuition, and understanding. AI can process data, but it can’t sense emotion or respond with genuine reassurance. That ability to understand and care is what keeps customers coming back, and keeps franchises thriving.

69% say they’d be more loyal to companies that employ people rather than AI for service interactions.

The commercial case for human-first service is clear. Loyalty grows from real relationships. When customers feel valued, they return and tell others. For franchisors, that translates directly into brand strength and revenue stability across the network.

Put people at the heart of your franchise today

AI can make us faster, but people make us trusted. Franchise success still comes down to connection, and the brands that win will be those that keep people at the heart of every interaction.

That’s exactly what AnswerConnect delivers: real conversations, 24/7.

Start providing brand-consistent, five-star service on every call. Visit answerconnect.com/franchise today, or give AnswerConnect a call at 800-584-0234.