Stat Library

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.

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.

One-third of US consumers would rather purchase a product in an automated/digital way vs. with a person

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