New Five9 Research Reveals Consumers Embrace AI in Customer Service, But Trust Still Depends on Having a Person Within Reach
Business Wire•14/10/2026•09:00 ET
0
Key Highlights
- ➤Trust in AI more than doubles with a human option, rising from 26% to 55%
- ➤92% of consumers give AI less than 10 minutes before escalating
- ➤47% find AI useful, but only 20% use it most or all the time
- ➤48% try to use AI as little as possible for customer service
- ➤4 in 10 consumers are less likely to use companies employing AI service
Expert Statements
Amit Mathradas, Chief Executive Officer at Five9
“This research validates how we see CX evolving: consumers aren't asking companies to choose between AI and people; they're asking for both, done right”
Amit Mathradas, Chief Executive Officer at Five9
“That's the core of Humantic CX, our vision for AI and human agents working as one system, where AI absorbs the routine, so a person is always there for the moments that need judgment and empathy.”
Amit Mathradas, Chief Executive Officer at Five9
“The data captures the impact of this approach clearly and shows that consumers trust AI to resolve their issue more than twice as often when that human option is visible versus when it isn't.”
Amit Mathradas, Chief Executive Officer at Five9
“Every interaction where we get that handoff right builds more trust for the next one, and that's smarter CX with every interaction.”
New Five9 Research Reveals Consumers Embrace AI in Customer Service, But Trust Still Depends on Having a Person Within Reach
Survey of 3,000 consumers finds trust in AI more than doubles when a human option is visible, and 92% give AI less than 10 minutes before asking for a person
Get started
Create a free account to read the full story.