AI Is Talking, But Why Aren’t We Responding?

As artificial intelligence continues to expand its capabilities across every aspect of daily life, AI-powered chatbots have become one of the leading forces transforming customer service in recent years. These systems are digitizing customer interactions and turning traditional communication and support processes into faster and more accessible experiences. However, this transformation does not directly translate into a change in user behavior. People still approach chatbots with hesitation and in some cases, prefer to bypass them entirely.

One of the main issues users face when engaging with chatbots is a lack of trust. According to the LivePerson Customer Conversations Report 2023, only 40% of users found their chatbot interaction to be successfully resolved. Furthermore, 67% of respondents said they preferred to escalate their chatbot conversation to a human agent. These figures highlight that while users are open to fast and digital solutions, they harbor serious concerns about the quality of those interactions.

A lack of empathy, language barriers, and rigid response patterns further damage the perception of chatbots. In PwC’s Future of Customer Experience Survey 2023, 59% of customers listed “impersonal service” as one of the top three reasons for abandoning a brand. This underscores that chatbot design must go beyond technical accuracy and prioritize the ability to genuinely understand the user.

A real-world example illustrates this point well: In 2022, Canadian airline Air Canada faced significant complaints related to its chatbot’s cancellation and refund service during the post-pandemic period. Users reported repeated, canned responses and ineffective guidance that left them waiting for days. Eventually, the company was forced to reintroduce a “priority human support” option in response to growing customer dissatisfaction. This incident clearly demonstrated that the speed of digitalization does not always align with service quality (CBC News, 2023).

All of this evidence suggests that the relationship between chatbots and users still has considerable room for improvement. While users seek fast solutions, they expect these interactions to be transparent, reliable, and human-like. The quality of engagement is determined not only by technological sophistication, but also by the tone of communication, the degree of empathy, and adaptability. Otherwise, chatbots risk becoming not an advantage, but a source of frustration.

At this point, VELA — a solution developed specifically for the maritime industry — is not just an AI system that talks, but a smart communication bridge that understands the right questions, delivers context-aware responses, and smoothly transitions to human support when needed. With its multilingual infrastructure, hybrid balance between marina staff and guests, and integration into operational workflows, VELA goes beyond the traditional chatbot model. Because communication at sea requires not just speed, but also clarity, trust, and empathy.

VELA’s technology is not designed to replace human interaction, but to enhance it. This approach allows marinas to manage their workforce more efficiently while offering guests a truly supportive and timely experience when they need it most. In the end, successful digital communication is not just about providing answers — it’s about making meaningful connections. And VELA stands out as one of the most compelling ways to make that connection.

For more: https://askvela.ai/

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