However, Gen Z does want customer service lines to pick up their calls.

However, Gen Z does want customer service lines to pick up their calls.While the gen is notorious for disliking phone calls, one survey finds that when they’re “engaging with premium brands or services,” they’re actually more likely than older gens to dial for assistance. For them, online chatbots, FAQs, and now AI helpers are the norm, but a phone call is a luxury they look for when investing in expensive, exclusive services like top credit cards. However, companies aren’t looking to cater to this need much these days, and some are even going as far as charging extra for this new luxury—like phone service providers, Best Buy, and Apple. (Business Insider)