New Five9 Research: AI Adoption in CX Hits 92%, But Consumer Trust Still Depends on Human Support
Five9 released its 2026 Business Leaders Customer Experience Report, revealing that 92% of organizations have implemented or piloted AI in customer service. The study of 3,000 consumers and 600 decision-makers found that while 80% of consumers are willing to use AI, two-thirds still prefer human support, highlighting the importance of seamless handoffs.
Key figures
- Ai adoption rate
- 92%
- Surveyed consumers
- 3000
- Human preference rate
- two-thirds
- Consumer ai willingness
- 80%
- Surveyed decision makers
- 600
AI analysis
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AI-generated analysis of a public disclosure. Not investment advice; verify against the original document.