Stat Library

65% of consumers feel companies are reckless with customer data

43% of Gen Z and millennials say AI raises the bar for customer experiences, compared to just 32% of baby boomers

34% of consumers would work with an AI agent instead of a person to avoid repeating themselves

30% of consumers would work with an AI agent instead of a person for faster service

• Among Gen Z and millennials: 37%

25% of consumers would share their personal information with an AI agent so it can better anticipate their needs.

• Among Gen Z and millennials: 31%

73% of consumers want to know if they’re communicating with an AI agent.

69% of consumers expect consistent interactions across departments

74% of consumers say companies treat them like a unique individual rather than a number

U.S. consumers estimate they are transferred at least once during 87% of their customer service interactions

67% of US consumers are frustrated when customer service can’t resolve their issues instantly.

US consumers’ top customer service frustrations:

• Lack of self-service options
• Too many transfers across people and departments
• Lack of knowledge about product/service

On average, the longest time US consumers claim to have spent trying to resolve a single issue with customer service is nine hours.