Consumers Open to AI in Customer Service but Demand Accuracy and Trust
News related to:Execs In The Know · 2 min read
PHOENIX, Oct. 5, 2026 /CourierPR/ -- Execs In The Know, a research firm, has released new findings that reveal a nuanced view of consumer attitudes toward artificial intelligence (AI) in customer service.
According to the research, two-thirds of consumers (67%) are comfortable with AI fully resolving a customer service issue. However, better accuracy is cited as the top factor that would increase their willingness to adopt AI for customer care. This suggests that while AI is gaining acceptance, its performance must meet high standards to gain broader trust.
The study also highlights that phone calls remain a preferred method of communication, with their usage increasing by 11 points year over year to 60%. This trend challenges the assumption that more digital channels automatically lead to better customer experiences. First Contact Resolution, a measure of how often a customer's issue is resolved on the first contact, has also declined from 69% to 61% over the same period.
Susan McDaniel, Co-Founder and COO of Execs In The Know, emphasized that consumers are not asking for a choice between technology and people.
The research further underscores the importance of assurance and proactive communication. Seventy-seven percent of consumers believe that proactive communication increases trust, while 78% value the ability to check the status of a customer service issue at any time. These findings suggest that even as AI becomes more prevalent, human expertise and clear communication remain crucial.
Investment in training for agents and support staff ranks as the top CX investment priority, with 35% of respondents citing it as their focus. This indicates that while AI is advancing, the need for human expertise and training remains significant.
Another key finding is the strategic importance of customer care and CX organizations. Ninety percent of consumers believe these organizations should have meaningful influence within the company. This underscores the broader mandate for customer experience to be a core part of corporate strategy.
In summary, the research from Execs In The Know highlights that while AI is increasingly accepted in customer service, it must not come at the expense of the core values of accuracy, trust, and human expertise. The findings suggest that companies must balance technological advancements with a commitment to maintaining high standards of customer service to retain consumer trust and loyalty.