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13th of June 2024

Accessibility: How chatbots can help alleviate phone anxiety

Phone anxiety, also known as telephobia, is the fear and/or avoidance of phone conversations, common among (but not limited to) people with social anxiety disorder. Symptoms of telephobia are akin to general symptoms of anxiety – feeling nervous and anxious before, during and after the call, increase in heart rate, shortness of breath or even dizziness and muscular tension. The rise of conversational AI or chatbot technology has provided a valuable solution to this issue.

By offering an alternative communication channel, chatbots, such as Ami, have proven effective in reducing phone anxiety and empowering users to engage in meaningful conversations. 


Phone anxiety often stems from feeling overwhelmed or rushed during a conversation. Ami can provide users with a significant advantage by allowing them to control the pace of the interaction. Users can take their time to formulate responses, gather their thoughts, or even step away momentarily before continuing the conversation. This control over the conversation's speed and timing helps individuals with phone anxiety feel more comfortable and confident, leading to more effective communication – thus leading to better customer satisfaction. 


Chatbots not only remove the necessity of making a phone call in these scenarios, they eliminate the need for human interaction entirely. Although this may not be the most convenient form of contact for emergency situations, it is sometimes the only way customers would reach out to post their queries or report concerns, particularly people with severe forms of social anxiety disorder; hence its cruciality: 


Chatbots have emerged as powerful tools in the fight against phone anxiety. By providing anonymity, control over pace, and a non-judgmental environment, chatbots empower users to overcome their anxiety and engage in meaningful conversations. As technology continues to advance, these virtual assistants have the potential to play an even larger role in supporting individuals with phone anxiety, ultimately enhancing their overall communication experiences. 


Jessica Draper



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