The Uptok Blog

Blending Tech and Personal Touch for Customer Service: Featuring Turbo Tax

March 1, 2024

The Shift Towards AI: Balancing Tech and Touch

Over the years, customer service has changed a lot because of better chatbots and AI. A 2019 report from Forbes showed that 86% of customers preferred talking to real people instead of bots for help. This feeling didn't change much by 2020, with HubSpot reporting that 81% of people wanted human help for important customer service questions. But things started to change by 2023. A study by PSFK found that 74% of customers would rather use a chatbot than a human for simple questions. This evolving preference sets the stage for a deeper integration of technology in customer service, yet it also highlights the enduring value of human connection for more intricate matters.

The Human Element: Why It Still Matters

This growing trust in AI doesn't take away from the special value that talking to a real person has, especially when the problem is complicated. People still value the understanding and empathy that only humans can provide, something machines can't quite do yet. This situation is an important moment for businesses. They need to use AI to handle easy tasks quickly but also make sure that real people are there to take on more personal or tricky issues. By finding the right balance, businesses can make sure they're quick and efficient but still offer the personal care and understanding that customers appreciate. This way, they keep the best of both worlds – the speed of AI and the human touch.

Turbo Tax: A Case Study in Customer Service Excellence

TurboTax is a software that simplifies the tax filing process for individuals by offering both automated guidance through AI and access to live tax experts. offers a wide array of options to help users through the tax filing process. 

When it comes to customer service, they start with Intuit Assist, TurboTax's AI helper, which can answer simple questions about things like when to file, how to fill out forms, or how to find last year's tax return. What makes it stand out is the easy-to-find option to "connect with live help." This means you don't have to wait forever in a digital line. You can choose how you want to get in touch and quickly talk to a real person. This could be through a callback that skips the wait or an instant chat, making it straightforward and fast to get the help you need.

For those seeking an even higher level of personalized assistance, TurboTax enhances its offerings with TurboTax Live. This premium feature integrates the capability for users to engage in one-way video consultations with tax experts, facilitating the tax filing process with direct, real-time support. This service effectively brings the expertise of a tax professional directly into your home, ensuring a great customer experience. It combines the convenience of remote assistance with the assurance of expert guidance, all designed to simplify the tax filing experience.

TurboTax excels by blending AI for straightforward tasks with human expertise for more complex inquiries, demonstrating that while chatbots are effective for quick answers, they cannot replace the comprehensive and personal assistance provided by humans for more challenging issues. This strategic approach ensures that customers receive appropriate support at the right moment, facilitating a seamless transition between AI-driven assistance and live experts. The result is a personalized, efficient, and genuinely supportive customer experience.

Looking Ahead: The Future of Customer Engagement 

The future of customer service hinges on a deep understanding of customer needs, distinguishing when automated responses suffice and when a human touch is necessary. TurboTax has mastered this discernment, offering support that precisely meets customer expectations. This model presents a valuable lesson for chatbot development and usage: aim for a balance where chatbots are approachable and useful, yet distinctly artificial, to maintain comfort levels. Achieving this equilibrium fosters trust and increases user comfort with technology, envisioning a future where technological advancements and human contributions coalesce to provide unparalleled customer support.

Engaging Customers on Their Terms: The Ultimate Goal

The bigger picture is about engaging customers in the way they prefer and need at any given moment. This strategy ensures that whether a customer is looking for fast answers or needs a deeper conversation, they get exactly what they're looking for. Moving forward, businesses should aim to replicate this balance. By offering the right mix of technology for speed and humans for a personal touch, companies can make sure their customers feel listened to and valued. This approach isn't just about solving problems—it's about engaging customers in a way that makes them feel understood and supported, every step of the way.

Uptok: Elevating Customer Service with Video Interactions

Want to make your customer service stand out? Uptok is here to help. We don't just work alongside your chatbot; we bring it to life with real, face-to-face conversations. Your customers get the quick answers they need from AI, plus the personal touch they love from real people, all through video. It's the best of both worlds, and it's what today's customers are looking for. 

Ready to give your customer experience a human touch? Reach out to us and let's make your customer experience something truly special. Book a demo here!