Why 86% of Consumers Now Prefer AI Over Human Customer Service - The Shocking Data

The State of Customer Experience 2025 Report Highlights AI Dominance

Verint's latest report reveals a dramatic shift in consumer preferences, with 86% of consumers now valuing AI for rapid problem resolution. This seismic change underscores the growing expectation for efficiency over traditional customer service methods.

Key Trends Shaping the Future of CX

• AI Is No Longer Optional, It’s Expected: A staggering 86% of consumers recognize the benefits of AI in customer service, with 98% of 18-to-34-year-olds leading the charge. Consumers are not just open to AI – they demand it for efficient and effective interactions.

• Efficiency Outperforms Empathy: 56% of consumers prioritize getting information quickly over empathy, making AI-driven self-service a must-have for brands.

• Digital Dominates: 73% of consumers prefer digital channels over phone, with 89% of younger consumers favoring digital-first interactions.

• One Bad Experience Leads to Lost Loyalty: A single poor interaction will drive 78% of consumers to consider switching brands, up from 67% in 2024.

• Great CX Drives Retention and Revenue: Brands excelling in customer experience see 86% of customers likely to return and 81% likely to recommend the brand.

A Call to Action for Brands

"The insights in this survey provide brands with a clear roadmap to achieve maximum value and deliver exceptional customer experience," said Anna Convery, Verint’s Chief Marketing Officer.

Survey Methodology

The findings are based on a survey of 5,000 U.S. consumers conducted between January 25 and February 28, 2025, capturing a comprehensive view of evolving consumer expectations.

For more details, download Verint’s The State of Customer Experience 2025 report.