Stat Library

45% of consumers are more likely to use an AI agent if there’s a clear escalation path.

44% of consumers are more likely to use an AI agent if its logic is clearly explained.

Curiosity is Gen Z and millennials’ top sentiment about the future of AI

85% of Gen Z say they use or would use AI.

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

71% of consumers are increasingly protective of their personal information

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 walk away from 31% of their customer service interactions without getting what they need.

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.

54% of US consumers don’t care how they interact with a company as long as their problems are fixed fast.