# Connected-Media Customer Service Platforms DialHUMAN Lets Users Browse Content While Waiting By Grace Mahas | Published 2019-07-26 | Business Source: Trend Hunter, https://www.trendhunter.com/trends/customer-service-platform References: [kickstarter](https://www.kickstarter.com/projects/jhollander/dialhuman-because-customer-service-shouldnt-suck?ref=discovery_newest) & [dialhuman.launchrock](http://dialhuman.launchrock.com/) DialHUMAN, founded by Flordia-based entrepreneur Jesse Hollander, is a direct-to-human customer service platform that lets users browse their preferred media -- such as [Spotify](https://www.trendhunter.com/trends/humit-app), NPR, [Audible](https://www.trendhunter.com/trends/literary-apps) --while waiting for a representative. The service was born from a need for an efficient and [consumer-centric customer service platform](https://www.trendhunter.com/trends/maven-voice). DialHUMAN also allows users to bypass the lengthy process of pressing specific buttons on the phone, i.e. press 1 for X, press 2 for Y, etc. The system will automatically connect users to a human for a seamless and enjoyable experience. According to the site, "the app will be built based on Design Thinking principles which are highly iterative, empathy-based and centered around how humans actually work." As technology advances, it's pivotal that brands begin creating user-friendly services that are personalized to maximize consumer loyalty. ## Trend Insights (Trend Hunter) - Score: 2.3/10 - Popularity: 14% | Activity: 46% | Freshness: 8% - Audience gender: 50% men, 50% women - Primary generations: Millennial, Gen X - Top markets: North America ## Categories [Trend Hunter](https://www.trendhunter.com/trends) > [Business](https://www.trendhunter.com/business) > [Retail](https://www.trendhunter.com/retail) ## Key Themes ### What Makes This Trend Stand Out - **Direct-to-human Customer Service:** The trend towards direct-to-human customer service offers the possibility of highly personalized and efficient interactions with consumers. - **Media-integrated Platforms:** Integrating media content with customer service offers disruptive opportunities to improve engagement and customer satisfaction. - **Design Thinking-based Services:** Utilizing a design thinking approach to service provision is a disruptive opportunity for providing highly intuitive and consumer-centric services. ### Sectors Adopting This - **Customer Service:** The customer service industry can benefit from the integration of media and direct-to-human service, as well as adopting design thinking principles. - **Media and Entertainment:** The media and entertainment industry can leverage the trend of media-integrated customer service to enhance brand engagement and customer satisfaction. - **Technology and Innovation:** Innovation and technology companies can benefit from designing improved customer service platforms and algorithms that bypass button protocols. ## Related on Trend Hunter - [AI-Powered Voicebot Agents](https://www.trendhunter.com/trends/aipowered-voicebot-agent.md) - [Human-Sounding AI Scheduling Agents](https://www.trendhunter.com/trends/calenai.md) - [Automated Voice Outreach](https://www.trendhunter.com/trends/dialoft-a.md) - [Interactive Digital Humans](https://www.trendhunter.com/trends/beyond-presence.md) - [Digital Interaction Platforms](https://www.trendhunter.com/trends/delphi.md) - [AI-Powered Human Chatbots](https://www.trendhunter.com/trends/did.md) - [AI Voice Assistants](https://www.trendhunter.com/trends/colsai.md) - [AI Voice Companions](https://www.trendhunter.com/trends/ai-voice-companions.md) - [AI Customer Assistants](https://www.trendhunter.com/trends/tellephon.md)