{"id":1010176,"date":"2026-10-14T11:29:32","date_gmt":"2026-10-14T15:29:32","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/new-five9-research-reveals-consumers-embrace-ai-in-customer-service-but-trust-still-depends-on-having-a-person-within-reach\/"},"modified":"2026-10-14T11:29:32","modified_gmt":"2026-10-14T15:29:32","slug":"new-five9-research-reveals-consumers-embrace-ai-in-customer-service-but-trust-still-depends-on-having-a-person-within-reach","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/new-five9-research-reveals-consumers-embrace-ai-in-customer-service-but-trust-still-depends-on-having-a-person-within-reach\/","title":{"rendered":"New Five9 Research Reveals Consumers Embrace AI in Customer Service, But Trust Still Depends on Having a Person Within Reach"},"content":{"rendered":"

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New Five9 Research Reveals Consumers Embrace AI in Customer Service, But Trust Still Depends on Having a Person Within Reach<\/b><\/p>\n

Survey of 3,000 consumers finds trust in AI more than doubles when a human option is visible, and 92% give AI less than 10 minutes before asking for a person<\/i><\/p>\n

SAN RAMON, Calif.–(BUSINESS WIRE<\/a>)–Five9<\/a> (Nasdaq: FIVN) today released its 2026 Consumer CX Report<\/a>, examining how consumers really feel about AI in customer service. The global study found that while 57% of consumers say customer service has improved over the past decade and 47% already find AI useful, just 20% use AI “most of the time” or “always” when seeking service. The findings underscore a wide gap between how fast AI is being deployed in contact centers and how ready consumers are to engage.<\/p>\n

\nBased on a survey of 3,000 consumers across the U.S., U.K., and Germany, the report explores the important difference separating consumers who are open to AI from those who trust it enough to rely on it. The findings show that most consumers already see real value in AI-powered service, but that value only converts into trust when a human option is visible, when companies are upfront about who, or what, they’re talking to, and when the handoff between AI and a human doesn’t force them to repeat themselves. The next phase of CX will be defined not by how much AI a company deploys, but by whether it finds the right mix of AI and a human for each interaction.<\/p>\n

\n“This research validates how we see CX evolving: consumers aren’t asking companies to choose between AI and people; they’re asking for both, done right,” said Amit Mathradas, Chief Executive Officer at Five9. “That’s the core of Humantic CX, our vision for AI and human agents working as one system, where AI absorbs the routine, so a person is always there for the moments that need judgment and empathy. The data captures the impact of this approach clearly and shows that consumers trust AI to resolve their issue more than twice as often when that human option is visible versus when it isn’t. Every interaction where we get that handoff right builds more trust for the next one, and that’s smarter CX with every interaction.”<\/p>\n

\nThe findings also reveal that consumers are placing new expectations on AI-powered customer service. While many are willing to engage with AI for routine interactions, they expect a visible path to a person and honesty about who they’re talking to when it matters most. Trust in AI more than doubles when a human option is visible, rising from 26% when no human option exists to 55% when one is reachable. The report also found that 71% of consumers consider it very or extremely important to know when they are interacting with an AI agent, highlighting the growing role of transparency in building trust.<\/p>\n

\nOther key insights include:<\/p>\n