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New Five9 Research Reveals Consumers Embrace AI in Customer Service, But Trust Still Depends on Having a Person Within Reach

FIVN
  • Five9 released its 2026 Consumer CX Report based on a survey of 3,000 consumers across the U.S., U.K., & Germany.
  • Trust in AI more than doubles from 26% to 55% when a visible human option is available.
  • 92% of consumers escalate to a human agent within 10 minutes of interacting with AI.
  • 46% of consumers abandon AI interactions because the system repeatedly misunderstands them.
  • Transparency is critical, with 71% of consumers deeming it very or extremely important to know they are speaking to an AI.
  • Generational gaps are significant, as only 10% of Gen Z see no benefit in AI compared to 55% of the Silent Generation.
  • Germany shows the highest openness to AI at 52%, while the U.K. places the highest value on transparency at 76%.
  • 48% of consumers actively try to avoid AI when seeking customer service.
  • 40% of consumers state they are less likely to use a company if it uses AI for customer service.
  • 20% of consumers use AI "most of the time" or "always," highlighting a gap between AI deployment & consumer readiness.