Even as digital banking, mobile apps, and self-service channels continue to grow, phone support remains a high-share channel in customer service. Public research indicates that in mature markets such as the United States and the United Kingdom, voice still accounts for roughly 70% of inbound customer service interactions. This suggests that phone is not a legacy channel, but one of the most reliable paths customers use when they need resolution.

The pattern is also visible in emerging Asia-Pacific markets. Qualtrics XM Institute found that Filipino consumers prefer human-assisted channels 74% of the time, the highest among surveyed countries. For billing issues, a scenario closely related to banking and insurance support, 73% of global consumers prefer human assistance.

The key conclusion is not that digital channels are unimportant. Rather, routine tasks can move online, but once customers face complaints, claims, fraud, billing disputes, lending, KYC, or other complex moments, phone and human-assisted channels remain above 50% and can approach 70% in many service scenarios.

This is where WIZ.AI is designed to create business value. WIZ.AI is deeply optimized for phone-based customer service, including speech recognition, conversational wording, and high-frequency industry terminology. For banks, insurers, and other traditional industries, this means AI can handle real phone conversations with stronger accuracy, more natural responses, and better adaptation to the vocabulary customers actually use.