AI and chatbot channels posted a 46% positive satisfaction rate compared to 68% positive satisfaction for phone interactions.
Source: Five9: Bridging the CX Divide: Consumer Expectations for AI in Customer Service — Five9 (2026)
Cite as: Five9. (2026). Five9: Bridging the CX Divide: Consumer Expectations for AI in Customer Service. Retrieved from https://research.agilebrandguide.com/reports/five9/five9-bridging-the-cx-divide-consumer-expectations-for-ai-in-customer-service