Your customers want to talk
to you, not a robot
79% of Americans strongly prefer interacting with a human over an AI agent. HelpSpot is built for the teams who show up for that expectation.
The Best Support is Human
Empathy at Scale
We're not against AI. In fact, HelpSpot includes powerful AI features. However, 84% of consumers believe human agents are more accurate than AI, and 63% don't believe AI could ever replace humans in customer service (SurveyMonkey, 2026). We agree. AI should handle the data, not the customer.
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AI Auto-Categorization
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Translation
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Writing Assistant
The Human Advantage
Why human support beats automation every time.
Context
Sixty-one percent of consumers say human agents better understand their needs. We see the panic in a typo, the frustration in a short sentence, and the urgency in a request. Bots miss the point; humans get it.
Connection
Support is a relationship builder. 84% of consumers say a positive support experience greatly impacts their perception of a company. Every ticket is a chance to turn a frustrated user into a loyal fan. Robots close tickets; humans open relationships.
Creativity
Solving unique problems bots can't. 53% of consumers say humans provide more thorough explanations than AI. When the playbook fails, humans improvise. We find workarounds, make exceptions, and do what it takes.
Statistics from SurveyMonkey's Customer Service Statistics report, February 2026.
The '50% Accuracy' Trap
Even the best fully automated AI help desk tools only claim to be 50% accurate. That's simply not enough for teams that care.
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Only ~50% accurate (best case scenario)
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Counts "gave up" as "resolved"
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52% say AI frustrates them more than humans
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56% have negative feelings about AI in CX
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64% wish companies wouldn't use AI for support
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84% say humans are more accurate than AI
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Handles complex, multi-layered issues
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89% want the option to speak with a human
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Empathetic and understanding
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Uses AI to enhance, not replace
How HelpSpot Amplifies Your Humanity
Email Management
No clutter. Just the conversations that matter, organized for clarity.
Customer History
Know the customer before you say hello. Full context at your fingertips.
Templates & Responses
Personalize faster. Use templates as a starting point, not the final word.
AI Assist
Let AI fix your grammar and tone so you can focus on the solution.
Trusted by Human-First Teams
See why companies who care about their customers choose HelpSpot.
"HelpSpot has been with us every step of the way and has provided crucial insight to our daily operations. This has been the best help desk software platform I have ever used in my 15 years in the industry."
"HelpSpot has made our lives so much easier. It is not just a product for us. It is a way of helping to ensure our users have a great experience."
"Features such as prepared responses and the ability to have multiple staff easily handle support requests has not only saved us a huge amount of time, but has increased our service level since it's impossible for a customer request to go unnoticed."
"Clients love it since their interaction with the system is as simple as sending or replying to an email."
Common Questions
Addressing the elephant in the room.
Why not just use a chatbot?
Because your customers don't want one. A 2024 Gartner survey found that 64% of customers would prefer companies didn't use AI for customer service, and 53% would consider switching to a competitor over it. Chatbots are fine for "where is my order?" but 76% of consumers prefer a human for troubleshooting specific product issues.
Is human support slower?
Not with the right tools. Only 8% of consumers actually prefer AI over a human agent (SurveyMonkey, 2026). HelpSpot gives your team the workflows, templates, and AI assistance they need to be just as fast as a bot, but infinitely more effective. Speed without accuracy isn't speed. It's just noise.
Does HelpSpot have any AI?
Yes! But we use AI to empower agents, not replace them. 89% of consumers believe companies should always offer the option to speak with a human (SurveyMonkey, 2026). Our AI handles categorization, translation, and writing assistance so your team can focus on the work that requires human intelligence.
Will customers really leave over AI?
The data says yes. 50% of consumers would cancel a service if they found it was solely AI-driven, and 42% would pay extra for access to human representatives (SurveyMonkey, 2026). Human support isn't a cost center. It's a retention strategy.
Bring the Human Touch Back
Join teams who value quality support over quantity.
