“Please call us for more information.” On a modern website this is basically a sign that says “Please go away.” The hard truth is that in 2026 a phone call is a last resort for many, not the first choice. People want answers immediately, quietly and in writing.

Phone anxiety and new convenience

Studies show that 75%+ of Gen Y and Z avoid calling if possible. Why?

Time cost: A call needs 100% attention. You can chat while working, commuting or watching TV.
Social anxiety: People fear asking “stupid” questions or aggressive sales. Writing gives time to think.
Information retention: Calls are forgotten. Chat history keeps prices and conditions.

Real-life example: a parent and a play center

A mom wants to book a birthday party. She’s at work or surrounded by kids, with noise in the background. She found your play center website, but has 10 small questions:

“Do you have gluten‑free cake?”
“Is parking free?”
“How many adults can join?”
“Do kids need socks or slippers?”

If she must call to get answers, she’ll likely postpone (“I’ll call later”) and forget. Or choose a competitor with Live Chat. With a chat widget, she asks immediately. Whether AI or a person responds, the booking is done in 5 minutes without touching a phone. That’s convenience that brings revenue.

Real estate: no shame in asking (if you type)

Real estate is a big purchase. Prospects have dozens of questions about utilities, sun exposure and neighbors.

Many don’t want to call an agent immediately, fearing a “sales orbit” of daily calls. Chat is a safe zone. They can get answers while staying anonymous, and the agent gets a warmed‑up lead who already understands the details.

Result: fewer empty calls and more meaningful conversations that turn into deals.

AI vs human: which to choose?

A common misconception is that AI is robotic and dumb. In 2026, AI chatbots (built on ChatGPT‑class models) understand context and even humor.

AI Chatbot 🤖

✅ Replies instantly (0.1 sec).
✅ Works 24/7 (even at 3 a.m.).
✅ Great for repeat questions (prices, location).
✅ Never gets tired or annoyed.

Human (Live Chat) 👩‍💼

✅ Handles emotionally complex situations.
✅ Solves non‑standard problems.
❌ Responses take time.
❌ Available only during working hours.

The best solution is hybrid: AI replies instantly to common questions and filters intent. If the question is complex, AI hands the chat to a human smoothly. The customer is always served.