New research from Verint suggests consumers are not frustrated with artificial intelligence functions that leave their issues unresolved, underscoring the urgency for businesses offering AI support to deliver complete resolution and provide human assistance when it matters most.
Customer service expectations have risen, according to Verint, a customer experience automation firm. Today, 42% of consumers in a Verint survey report higher expectations in 2026 than previously. Consumers want faster resolution, smarter automation and seamless access to human agents. As the bar rises, the cost of falling short grows, as 79% of respondents would leave a company for a competitor after a single negative customer service experience.
Still, although 61% of consumers currently prefer speaking to a human agent, 69% said they would switch to automated services if it could fully resolve their issues. Among younger consumers, the number rises to 93%. At the same time, 78% of consumers prioritize the fastest resolution over using their preferred channel.
Eight in 10 consumers said they would repurchase and recommend after a great experience, but 51% said businesses don’t deliver when they need help.
“Customers don’t avoid AI,” said Anna Convery, Verint chief marketing officer. “They want fast, end-to-end resolution, with a human available when needed. Organizations that balance agentic self-service with AI that empowers agents and enables seamless handoffs will be better positioned to earn loyalty and avoid churn.”
