Learn how they really feel about AI ↓ Learn how they really feel about AI ↓ Learn how they really feel about AI ↓ Learn how they really feel about AI ↓ Learn how they really feel about AI ↓ Learn how they really feel about AI ↓ Learn how they really feel about AI ↓ Learn how they really feel about AI
89% believe that customer attitudes towards AI in customer service have changed in the past 12 months
Impartial
Although I agree that AI is now normalized and expected, there's still an expectation that it's the "old style" of AI which gives stock answers and won't give a fully formed and personalized response. Our customer demographic is huge, so expectations are also widely different depending on the customer's understanding of AI.
Lee Burkhill
Project Manager at MONY Group
Negative
2025
2024
2023
I would argue that for most products/services the difference between < 40% and > 40% is their ability to use AI for more than just informational purposes. To achieve greater coverage, there is a dependency on being able to leverage data held in third-party applications, allowing customers to query personal information.
Matt Leggett
Head of DIgital Information — CUstomer
success at The Access Group
Agree! We have brands in our group that cater to different types of customers: one averages around 50-60% resolution a month via AI, the other is more like 40-45%. We know that's not a ceiling though. As we work towards leveraging integrations into our own tech stack, we're already projecting to increase resolution by 20%.
Lee Burkhill
Project Manager at MONY Group
Totally agree. We have hit a bit of a ceiling of around 40% and to get higher resolution rates we know has to involve enabling custom actions with other systems.
Chris Beattie
Head of Global Customer Experience
at MPB Europe LTD.
20% AI RESOLUTION RATE
20% AI RESOLUTION RATE
15% AI RESOLUTION RATE
13% AI RESOLUTION RATE
11% AI RESOLUTION RATE
10% AI RESOLUTION RATE
3% AI RESOLUTION RATE
3% AI RESOLUTION RATE
3% AI RESOLUTION RATE
2% AI RESOLUTION RATE
For customer service teams, the benefits of using AI are clear: faster response times, increased efficiency, lower costs – the list goes on. But for customers, some big questions remain: do they actually like dealing with AI? And are they getting better experiences as a result of it?
Well, the majority of this year’s respondents (89%) believe that customer attitudes towards AI in customer service have changed in the past 12 months.
[ CUSTOMER SENTIMENT TOWARDS AI ]
What’s more, only 20% now believe that customers’ attitudes towards AI are negative. That means the majority of support teams believe that customers feel positive – or at least impartial – about it.
Positive
What does this mean for support teams?
It’s clear that AI is now normalized, expected, and appreciated by the majority of end-users – and it continues to influence their expectations when they interact with customer service.
Customer expectations of support continue to grow
91% of respondents say customer expectations of support have increased in the past year, with 85% saying they think AI customer service tools – like AI agents or copilots – are responsible for this shift.
[ Percentage of respondents who say customer expectations of support have increased year-over-year ]
2022
85%
85%
Customer expectations are changing rapidly due to AI
Our survey reveals that 85% of support teams believe AI customer service tools have influenced customer expectations.
Top benefits teams see from using AI for customer service*
Fortunately, support teams are already seeing major business benefits thanks to AI-first customer service, including always-on coverage, faster response times and conversation turnarounds, the ability to handle greater volumes without adding headcount, and multilingual support – enabling them to confidently tackle rising expectations.
Handling more support volume without needing to increase team headcount
Faster response times and quicker turnaround of conversations
Providing 24/7 support coverage
Offering multilingual support
*Participants in this survey could choose more than one response
[ 003 ]
AI’s impact on support volume
According to our research, AI is most commonly handling between 21–40% of teams’ conversation volume. But some elite teams (3%) are using it to handle upwards of 80%. This signifies that there’s a huge opportunity for more teams to increase this percentage to free up even more time, energy, and resources for their agents.
The percentage of support volume being resolved by AI
AI resolution rate reported by survey respondents
0-10%
11-20%
21-30%
31-40%
41-50%
51-60%
61-70%
71-80%
>80%
i don't know
[ 004 ]
[ testimonial ]
In a recent poll of new customers, we found that 61% preferred to opt for the faster responses of AI vs waiting to speak with a customer support agent.”
“
Pierre-Camille Hamana
CEO and Founder of Hospitable