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NiCE and Metrigy Research Finds Growing Openness to AI as Trust Shapes Customer Experience

NICE
  • 28.8% of consumers would choose an AI agent when resolution is guaranteed, up 5.8 percentage points from Q1 2026.
  • Trust ranked as the most valued factor in business interactions at 41%, ahead of issue resolution at 35.4%.
  • Accuracy was the leading reason consumers selected a service channel, cited by 54.7% of respondents.
  • AI Satisfaction Index reached 109.4 & AI Trust Index reached 106.9, representing gains of 9.4 & 6.9 points from the Q1 2026 baseline.
  • 39.4% of consumers prefer a service model combining AI & human agents that switch automatically based on complexity.
  • 63.9% of consumers would pay more for better service, with the ability to choose between an AI agent & a human being the most selected premium feature.
  • Adults aged 25 to 34 showed strong AI engagement, with 74.4% expecting AI to improve customer service & 39.7% reporting use of AI text agents.
  • Retail displayed the strongest AI improvement among tracked sectors with an AI Index of 108.1.
  • Consumers now tolerate an average of 2.78 poor experiences before leaving a company, down from 3.24 in Q1.
  • The Q3 2026 AI Consumer Experience Index study surveyed 1,000 U.S. adults & was conducted by Metrigy in partnership with NiCE.