Business Wire·Nov 9, 2026, 9:00 AM ET

The AI Expectations Gap: Twilio’s Report Finds Businesses Are Measuring AI Success on Metrics Customers Don't Care About

86% of companies believe customers are satisfied with AI-powered service, while only 51% of consumers agree.
AI agents currently handle 50% of customer service interactions, a figure projected to reach 63% by 2027.
76% of consumers expect AI agents to identify themselves at the start of a conversation, yet only 32% of businesses prioritize this transparency.
63% of consumers want an easy way to escalate to a human agent, with 78% having attempted to bypass AI to speak with a person.
99% of companies cite challenges in connecting customer data across channels, resulting in 91% of brands reporting dropped satisfaction due to lost context or AI errors.
91% of consumers feel personalized AI interactions are more authentic, with the top driver being when a brand acknowledges their specific needs.
55% of consumers feel valued if the AI is intelligent enough to help, 64% report AI chatbots have improved over the last year, 34% are more likely to choose AI over humans now.
Twilio surveyed 7,652 global consumers 660 business leaders across 18 markets between April 9 2026 2026 May 1, 2026.