A few years ago, when a company said “you’ll be assisted by a bot,” you knew something bad was coming.
Today, millions of people spend hours happily chatting with ChatGPT. They share personal problems, ask for advice, ideas, complex explanations… and even companionship.
So the uncomfortable question becomes inevitable:
Why do we hate being assisted by a bot in customer service, but love chatting with GPT?
The answer is not in the technology.
It’s in the experience.
The problem is not the bot. It’s how companies use it to serve customers.
When a customer says “I hate bots,” they are almost never talking about artificial intelligence itself.
They are talking about experiences like these:
-
A bot that doesn’t understand what you write
-
A bot that forces you to choose options that don’t apply
-
A bot that remembers nothing
-
A bot that won’t let you talk to a human
-
A bot that feels designed to make you give up
That bot is not there to help you.
It’s there to protect the company from the customer.
And customers can feel that.
So… why do we like GPT?
When we talk to ChatGPT (developed by OpenAI), the experience is radically different. Not just because it’s “smarter,” but because it delivers on basic things that traditional bots fail to provide.
Let’s look at the key differences.
1. GPT actually listens
GPT doesn’t require a magic formula to understand you. You can write with mistakes, emotion, or unconventional wording, and it still responds clearly.
This is the opposite of many enterprise conversational flows, where interactions depend on selecting the “right option” or typing exactly what the system expects. If you don’t, you get stuck.
The result is a frustrated customer and a company that loses opportunities. In contrast, when bots are well designed—like those built by companies using the Sagicc omnichannel customer service platform—understanding improves dramatically thanks to Gen AI models trained with real company data.
2. GPT doesn’t judge or rush you
A conversation with GPT feels natural. There’s no pressure to respond quickly, no invalidation, no insistence on choosing nonexistent options.
Unfortunately, many customer service bots replicate processes instead of conversations. Phrases like “that option is not valid” or “please try again” create unnecessary friction.
The problem isn’t technical. It’s emotional.
3. GPT has context (and memory within the conversation)
One of the most powerful reasons we enjoy talking to GPT is simple: it remembers what you just said.
You don’t have to start from scratch every message.
You don’t have to repeat your problem five times.
In customer service, this happens constantly:
-
You repeat your contract number
-
You repeat the problem
-
You repeat the story
-
You change channels… and everything is lost
That breaks any relationship. There’s no experience—only exhaustion.
4. GPT doesn’t pretend to be human
GPT doesn’t try to pass itself off as a human. It doesn’t use fake names or forced emojis. It doesn’t lie. And paradoxically, that makes it more trustworthy.
Many corporate bots try to sound “human,” which often creates distrust. Phrases like “Hi, I’m Juan 😊” when there’s clearly no real person behind it break empathy.
Many corporate bots fail because they:
-
Pretend to be human
-
Use forced emojis
-
Rely on empty phrases
-
Show fake empathy
Customers detect this in seconds.
Trust breaks fast.
5. GPT is designed to help, not to defend a process
Here’s the uncomfortable truth:
Most company bots are not designed to help customers. They are designed to:
-
Reduce costs
-
Deflect contacts
-
Close tickets quickly
-
Meet SLAs
GPT, on the other hand, is designed to:
-
Help you think
-
Explain things
-
Accompany you
-
Adapt to you
Intent changes the entire experience.
Confusing automation with experience: the common mistake
Many companies say, “We already have an AI bot.”
What they really have are rigid flows, outdated templates, and decisions designed from operations—not from the customer.
And here’s another uncomfortable truth:
Artificial intelligence doesn’t fix a bad service strategy. It amplifies it.
When you automate friction, the problem scales faster.
What customers would accept from a bot
Customers don’t hate bots.
We hate:
-
Feeling ignored
-
Feeling like a nuisance
-
Feeling like we’re being pushed away quickly
A well-designed bot should:
-
Solve simple issues
-
Escalate complex ones
-
Explain things clearly
-
Give control to the customer
-
Work with humans, not instead of humans
The real question isn’t “Should I use bots or humans?”
The real question is: Where does technology add value, and where does the human add value?
When that is designed correctly:
-
Customers appreciate it
-
Agents appreciate it
-
Companies gain efficiency without sacrificing experience
In many high-demand operations—such as call centers or healthcare services—automating repetitive tasks frees agents to focus on what truly matters. Everyone wins: the customer, the team, and the company.
We don’t hate bots.
We hate feeling like we don’t matter.
And we love chatting with GPT because it:
-
Listens to us
-
Understands us
-
Respects us
-
Helps us
The day companies design their bots with the same mindset, customers will stop saying:
“I hate being assisted by a bot”
And start saying:
“That was a great experience.”
So, is your bot built to protect processes—or to help people?
Discover how Sagicc is transforming customer service with artificial intelligence that doesn’t replace humans, but empowers them. Bots that listen, remember, collaborate… and sell.