The Reality of AI in Customer Service
Glance's 2026 CX Trends Report reveals a critical insight: AI-powered customer service bots are not living up to expectations, despite promises of faster responses. Based on a survey of over 600 U.S. consumers, the report highlights growing frustrations as companies rush to automate.
Image (c) ConsumerAffairs. Glance's 2026 CX Trends Report reveals AI's impact on customer service, highlighting frustrations despite faster responses.
Speed Isn't Everything
One of the most striking findings is that speed alone failed to deliver customer satisfaction. 75% of respondents reported receiving fast, AI-driven responses that still left them frustrated. Instead, customers prioritize outcomes: 68% said achieving a complete resolution matters more than how quickly a response arrives.
Risks of Overautomation
The report warns of loyalty risks tied to over-automation. Nearly 90% of consumers said removing access to human support reduced their loyalty to a brand. Only 7% rarely or never had to repeat information when switching between channels, showing persistent breakdowns in omnichannel continuity. More than a third found AI-based support made interactions harder, with a majority preferring human-first service pathways.
Customers Aren't Rejecting AI Outright
Despite these issues, customers show interest in AI when it's designed to resolve issues. 44% always try self-service options first, and another 50% sometimes do, indicating a strong appetite for AI-enabled tools that truly help.
Problems of Implementation
Many issues stem from how organizations implement AI. Bots are often built to reduce contact volume rather than solve problems, and personalization can feel intrusive. Automation exposes deeper weaknesses like inconsistent data and fragmented handoffs between channels.
Looking Ahead to 2026
The report outlines key priorities for CX teams in 2026: building AI on clean data, deploying intent-aware automation that escalates to humans when needed, ensuring context continuity across channels, and shifting personalization to feel purposeful. It emphasizes empathy as a driver of loyalty and urges companies to focus on metrics tied to retention and reduced customer effort.
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