The Tech Blog Writer Podcast - Inspired Tech Startup Stories & Interviews With Tech Leaders, Entrepreneurs And Innovators

AI is finding its way into almost every corner of customer service, but is it really what customers want? According to Kinsta’s recent survey, the answer is overwhelmingly no. An incredible 93 percent of respondents said they would rather speak to a human than an AI chatbot when they need support. Nearly half even said they would cancel a service if it relied solely on AI-driven support. In this episode, Roger Williams, Community Manager at Kinsta, breaks down the story behind those numbers and explains why his team continues to invest heavily in human-first support. Kinsta has built its reputation on 24/7 access to real engineers who understand the complexities of WordPress hosting, resulting in a 98 percent customer satisfaction score and consistently high ratings on platforms like G2 and Trustpilot. Roger shares how Kinsta blends human expertise with AI tools in a way that enhances, rather than replaces, the customer experience. He talks about the role empathy plays in building trust, the importance of emp