AI agents are reshaping customer service, particularly across chat and messaging. But when something goes wrong, when stakes are high and time is short, Australians still turn to the tried and tested phone call to resolve their issue.
Yet itʼs the channel most organisations have been slowest to bring into line with broader customer expectations.
Those same expectations are making the gap harder to ignore. While AI has changed what’s possible in chat and messaging, making instant resolution at any hour of the day the bare minimum, phone lines look remarkably similar to a decade ago.
The technology is there, but the experience is still lagging. In the moments when voice matters most, customers need focused and immediate support.
High stakes, high call volume
Although young Australians are often perceived as reluctant to answer the phone, the hesitation appears to have its limits: in urgent situations, they are generally quick to take direct action.
Imagine a situation where itʼs late at night and your banking app flags a $1,400 purchase you didn’t make. You don’t want to open a chat window and type out what happened, especially if the facts arenʼt clear. Instead, you want to talk to someone, explain the situation, ask what happens next, and hang up feeling reassured that your money is safe.
For many, this is a realistic scenario. The National Anti-Scam Centre says Australians lost $2.18 billion to scams in 2025. Whatʼs more, with Zendesk’s 2026 CX Trends report showing 95% of Australian CX leaders say cost of living pressures have changed how
their customers behave, customer service calls are often accompanied by deep, urgent emotion.
Yet many callers are met by a recorded voice and a numbered menu. This tests patience, as customers are asked to press numbers or simply wait on the line, unable to start providing any information.
This matters beyond the immediate experience. According to our data, two-thirds of Australian CX leaders say customers’ tolerance for waiting has collapsed in the past year. Nine in ten believe customers will walk away if their issue isn’t fixed on first contact, and
89% say one unresolved problem can lose them a customer for good.
The next generation of voice
The solution to this problem exists, and it starts with letting people talk. Instead of pushing callers through a traditional phone menu, AI voice agents are able to identify the issue, complete tasks, and resolve them end-to-end.
If they can’t, they can connect the caller with a person who can. But even here, the experience is improved.
Globally, 74% of consumers say they’re frustrated when they have to repeat themselves.
Live transcription and analysis can show what a caller is asking for and how they’re feeling before suggesting next steps and flagging when a conversation needs extra care.
AI can also help ensure that voice has the same knowledge, customer history and systems as every other channel, so that whoever answers the call, human or AI, should know the context immediately.
That’s why 84% of Australian CX leaders expect the next wave of service AI to handle voice, text and images in one continuous conversation. Customers may be more tolerant of a longer call or wait when the process is clear, the context is preserved, and the issue
is ultimately resolved.
Trust through transparency
While voice is often where people turn to in an emergency, it faces a trust issue in the opposite direction. Many people now let unknown numbers ring out, happy to avoid what they feel is often spam or an unwanted call.
The use of AI could exacerbate this dilemma. Seven in ten Australian CX leaders already call AI transparency mission-critical, and 73% say it will be non-negotiable within two years. At a minimum, customers should always be told when they’re speaking with AI.
Being transparent also means knowing when humans should take the wheel from AI.
Some situations, such as a suspected fraud, a financial hardship request, or an insurance claim after a flood or bushfire are complex or sensitive. Here, AI should pass the caller to a person quickly while handing over the context so the agent can continue without
starting again.
Answering the call
Australians haven’t given up on the phone. Rather, many organisations simply haven’t invested in it enough. Customers now expect every interaction, typed or spoken, to be quick, informed, and easy.
Organisations that bring AI to voice can turn high-stakes calls into opportunities to build loyalty rather than lose it. Improving phone service shouldnʼt be an afterthought, but an opportunity to deliver outstanding service in what is often an urgent situation.