Business Wire·Jun 24, 2026, 3:00 PM ET

New Five9 Research: AI Adoption in CX Hits 92%, But Consumer Trust Still Depends on Human Support

Five9 released its 2026 Business Leaders Customer Experience Report, revealing that 92% of organizations have implemented or piloted AI in customer service.
While 80% of consumers are willing to use AI-powered service, two-thirds still prefer speaking with a human agent.
Consumer trust relies on transparency, choice, & seamless human handoffs, with 71% of consumers stating it is very or extremely important to know when interacting with an AI agent.
Phone remains the most preferred service channel, with usage increasing with age from 23% among Gen Z to 66% among the Silent Generation.
A disconnect exists in AI-to-human transitions, as 83% of consumers report having to repeat themselves after transfer despite nearly all decision-makers claiming context is preserved.
84% of organizations are still transitioning from on-premises infrastructure to cloud-based systems, highlighting a gap between AI ambition & underlying CX infrastructure.
There is no universal AI strategy, as decision-makers are divided between end-to-end platforms, hybrid approaches, & best-of-breed tools.
The study surveyed 3,000 consumers & 600 business decision-makers across the U.S., U.K., & Germany in April 2026.