If you read the headlines today, you might assume that customer service is in a state of freefall, entirely taken over by frustrating bots and endless phone trees. But our consumer data tells a surprisingly different—and much more optimistic—story.
To understand what today’s consumers value most, where they experience friction, and how they truly feel about the rapid introduction of AI in their daily interactions, Metrigy recently surveyed 503 consumers in North America in CX Optimization 2025-26 – Consumer Views. What we found in comparing consumer and business views is a reality gap between what tech companies are building and the experiences customers crave.
Before we dive into the conflict, let’s acknowledge the unexpectedly good news. Customer service is getting better. According to our study, 64.2% of consumers rated the service they received in the past year as “good” or “excellent”—a nearly 9 percentage point jump from the previous year. Companies are clearly making strides, though the data also shows a strict generational divide: younger consumers (18-24) are proving to be the hardest demographic to please.
Despite these improvements, there is a massive disconnect between business leaders and consumers when it comes to technology. Another Metrigy study, Customer Experience Optimization 2025-26, comprised of 656 IT and CX leaders around the world, found companies believe AI agents are better than human agents in most areas.
Let’s look at one example: 53.6% of IT leaders believe AI handles billing inquiries better than humans. But when we asked consumers the exact same question, 77.5% said they want to engage with a human for billing inquiries. Consumers show a massive preference for human interaction, with nearly 85% preferring a human agent over AI. In fact, even if they are assured the AI will perfectly resolve their issue, 80.1% still prefer a human. Consumers don’t just want a fix; they want the assurance and understanding that only another person can provide.
Does this mean we should abandon AI? Absolutely not. The AI tools at our disposal are incredible, but true CX success comes from introducing them the right way. Consumers aren’t anti-technology; they’re anti-friction. They appreciate AI when it is used for speed. The data shows that consumers find AI highly useful for “express lane” tasks: directing them to the right person (50.4%), handling shipping confirmations (49.6%), and scheduling appointments (46.9%).
The mistake is hiring AI to be a gatekeeper that blocks the customer from getting help. Instead, AI should be the concierge—handling the logistics so that when a human does pick up the phone (which is still the preferred and fastest method of contact compared to others), they have the time to handle the relationship.
Getting this balance right is critical because loyalty is incredibly fragile. Consumers operate on a three-strikes rule, abandoning companies after an average of three bad experiences—but a scary 38.0% will leave after just one strike. And they don’t leave quietly; nearly 42% will tell their friends and family about a bad experience, creating a wave of negative “dark social” PR that is impossible to track.
The easiest way to rebuild that loyalty? Reach out before they do. Surprisingly, 64.1% of consumers find proactive communication valuable—provided businesses keep it to fewer than three times a week.
As we’ll explore deeply in our upcoming webinar on March 12, 2026 at 11:00 a.m. ET, the future of customer experience isn’t about choosing between human agents and AI. It’s about deploying both where they shine brightest. Use your amazing AI tools to clear the clutter and deliver speed, but invest in your people to deliver trust.
