49% of U.S. Customers More Comfortable Using AI for Support, Yet 68% Prefer Speaking with Live Agents
💻 49% of U.S. customers are more comfortable with AI in customer service in 2026, up 2% from last year. 50% resolved issues without human help, with 54% of Gen-Z succeeding versus 34% of Baby Boomers. 53% noticed improvements in AI, while 54% see chatbots boosting service speed. However, 57% find AI self-service options frustrating, and 68% prefer speaking to a live agent, reflecting the enduring preference for human interaction.
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