Most do, but not always with the same level of enthusiasm as businesses, according to Metrigy’s research.
“Whom you often long to speak to during a customer service call.” This clue from a recent New York Times mini crossword puzzle gave me nary a pause, thanks to the CX analyst in me. I knew “human” had to be the answer … despite the industry’s best efforts to insert AI agents into customer interactions.
In studying business and consumer perceptions about AI’s use for CX, Metrigy has found several areas in which the two don’t match up. Here’s one example: Most businesses (75.9%) using AI feel their customer service has improved in the last year, according to our global “AI for Business Success 2025-26” study with 1,104 companies. Consumers, however, are divided in their opinions on the quality of their customer service interactions. In an April 2025 study of 503 consumers in North America, only 35.6% reported that customer service had gotten better. The others were fairly evenly split between not seeing any change and seeing a degradation in customer service.
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