Hire AI Support or Human Reps? What the Data Says in 2025

Imagine this: It’s 2 a.m. A customer from California is furious, his refund hasn’t arrived, and he’s already sent two emails.

Would you rather have an AI-powered virtual assistant reply instantly but coldly?
Or a remote customer support rep respond a few hours later with empathy and a clear fix?

Welcome to the balancing act of 2025.

Every business is asking the same question: Do I hire customer support reps or invest in AI support tools? And as someone working with countless eCommerce brands and CX teams, here’s what the data, and real-world stories, actually say.

The Rise of AI Support: Fast, Cheap, and Always-On

Let’s start with the obvious: AI customer service software has leveled up.

Back in the day, AI meant clunky bots with scripted answers. In 2025, it means:

• 24/7 live chat support outsourcing
• Multilingual AI customer service agents
• Smart workflows that update CRMs, trigger refunds, and even re-engage churned users

According to HelpScout, brands using AI virtual assistants reduced their average ticket volume by 40%, and cut first-response times by 70%.

Even Best Buy customer service, a gold standard for many, uses AI to handle everything from appointment reminders to inventory checks. It's no surprise that customer care software with AI integration is now a must-have for most top CX companies.

Still, for all the speed and efficiency, AI support has one major weakness.

When AI Falls Flat: The Moments That Actually Matter

AI is excellent at solving problems. But it’s still learning how to care.

Let’s go back to our refund example. That 2 a.m. query might get an instant response from a chatbot. But if the message reads like a machine, it often makes things worse.

Humans, especially trained remote customer support reps, shine in moments where the customer isn’t just looking for a solution, they’re looking to be heard.

Whether it’s:

• A mom frustrated over a delayed baby product
• A new customer confused about a subscription charge
• A loyal user threatening to leave after a minor issue

—these moments call for empathy, adaptability, and relationship-building. Skills that no AI customer service software can fake.

Ritz-Carlton, for example, doesn’t just “resolve” guest complaints. Their staff are empowered to spend up to $2,000 per guest to turn a bad experience into a memorable one, without needing manager approval. It’s not just about service recovery; it’s about creating loyalty through unexpected delight.

And that’s where humans continue to win.

What the Data Actually Says in 2025

So how are businesses navigating this AI-human dilemma?

Let’s look at the numbers from a 2025 report by Gorgias:

• 67% of ecommerce brands now use a hybrid model (AI + human support)
• Businesses using AI-only solutions saw higher resolution rates, but lower CSAT scores
• Companies that hire customer support reps for emotional queries saw a 35% drop in churn
• Back office support powered by AI reduced workload by up to 50%, freeing up human agents for high-value interactions

That last point is key. Many brands don’t realize they don’t have to choose. They just have to assign the right task to the right agent, human or AI.

So… Do You Really Have to Choose?

Let’s break it down.

You should probably use AI when:

• You're answering the same 5 questions on repeat
• You want 24/7 support without blowing your budget
• You’re scaling fast and need instant replies

And you should definitely hire customer support (HUMANS!) when:

• You sell high-ticket or sensitive products
• You value emotional loyalty, not just conversions
• You want to increase CSAT and positive online reviews

Smart brands combine both. They outsource eCommerce customer service to AI tools for volume and speed, and rely on human reps for relationship and retention. It’s not AI vs. humans. It’s AI and humans.

A Quick Comparison

Scenario	Best Fit	Why
Refund requests, order tracking	AI support	Fast, consistent, low-risk
Angry customer, emotional situation	Human rep	Needs empathy and nuance
Product education or upselling	Human + AI combo	AI shares info, rep closes the sale
High-volume sale day (Black Friday)	AI + back office support	Handles surge without burnout

Want the best customer experience? Use both intentionally.

How Real Brands Are Making It Work

1) Glossier uses AI to auto-reply to 80% of DMs, but escalates quickly to live agents if frustration is detected.
2) H&M blends AI chat desks with customer care outsourcing for regional fluency.
3) Allbirds uses AI for FAQs but always loops in a rep for anything that could lead to a return.

These aren’t exceptions. These are the top CX companies showing us the new standard.

The Role of Tools: Customer Service Software That Powers It All

You can’t deliver great support, AI or human, without the right tools behind it.

Here’s what smart brands are using in 2025:

• Gorgias: Combines AI support with Shopify-friendly macros
• Tidio AI: Affordable virtual AI assistant for growing ecommerce teams
• SupportHire x Kim.cc: Lets you hire customer support reps without long contracts
• Zendesk: For large-scale ticket management with smart AI routing
• Freshdesk: Great all-in-one customer care software with automation features

Pro tip: These tools also help build solid back office support, which is often the unsung hero of fast resolution times.

Let’s Be Honest: What Your Customers Really Want

Nobody’s thinking, “Wow, I hope a human answers me!”
They’re thinking, “I hope this gets solved fast, and fairly.”

AI can solve things fast. Humans can make it feel fair.

And in 2025, delivering the best customer service means combining both.

It’s about giving customers:

• A fast start (AI)
• A human safety net (support rep)
• A clean handoff between the two (great customer service software)

Final Word: Hire Smart, Not One-Sided

You don’t need to choose between robots and people.

You need to ask:

Where can AI support save time?
Where can humans save relationships?

If you’re scaling, start with automation. But don’t skip the heart.
If you’re dealing with complaints, start with humans. But don’t ignore the efficiency of AI.

Because in 2025, great service isn’t about picking sides.
It’s about building a system where everyone wins, especially your customer.

And if you're feeling stuck?