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Marinela Potor

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As seen in: BASIC thinking (Magazine), Aol, VICE auf Deutsch, Flipboard, Miami Herald, The Charlotte Observer, The Sacramento Bee, Neue Zürcher Zeitung, Kansas City Star, Lexington Herald-Leader, Tacoma News Tribune and
Romanian-German journalist / digital nomad / nerd. Editor in Chief @SinchEngage. I believe in world peace, hard facts, and good coffee.
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Articles

41% of consumers still want a human on the phone. Is it too late to fix the voice gap?

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By Marinela Potor Verified
| Monroe County (Sparta) Herald Verified
Two decades of investment in digital channels left voice infrastructure behind, and AI is making the gap impossible to ignore. Consumers still rely on phone calls when they look for support from a company. In fact, according to Sinch research, 41% of consumers want to talk to a human when they have questions. Businesses, on the other hand, have invested more in other channels over the past years and neglected voice. The result? The customer experience has gotten more and more frustrating.
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41% of consumers still want a human on the phone. Is it too late to fix the voice gap?

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By Marinela Potor Verified
| Benton County Enterprise Verified
Posted 4/28/26 Sinch reports that 41% of consumers still prefer talking to a human for support, highlighting a widening gap as businesses neglect voice services. This item is available in full to subscribers. E-mail Password Print and web subscribers If you're a print and web subscriber, but do not yet have an online account, click here to create one. Non-subscribers Click here to see your options for becoming a subscriber. “We were just trying to figure out where he was going and if he was okay.
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41% of consumers still want a human on the phone. Is it too late to fix the voice gap?

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By Marinela Potor Verified
| News-Press Now Verified
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