New Five9 Research Reveals Consumers Embrace AI in Customer Service, But Trust Still Depends on Having a Person Within Reach
Five9 released its 2026 Consumer CX Report, a survey of 3,000 consumers in the U.S., U.K., and Germany on attitudes toward AI in customer service. Key findings: trust in AI more than doubles when a human option is visible (26% vs. 55%), 92% of consumers escalate to a person within 10 minutes, and 48% try to avoid AI entirely.
Key figures
- Pct avoid ai
- 48%
- Survey respondents
- 3000
- Pct finding ai useful
- 47%
- Pct give ai under 10 minutes
- 92%
- Pct ai trust with human option
- 55%
- Pct ai trust without human option
- 26%
AI analysis
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AI-generated analysis of a public disclosure. Not investment advice; verify against the original document.