My AI call center scripts stopped sounding like robots after I added silence

I run a small support team in Phoenix and kept seeing terrible CSAT scores, so I fed 200 real calls into a language model to find where customers hung up. Turns out the AI was answering in 3 seconds flat, but humans naturally pause for a beat, so I added a 1.2 second delay before replies and complaints dropped by a third. Has anyone else tweaked response timing and seen weird results like that?

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