New Five9 Research Reveals Consumers Embrace AI in Customer Service, But Trust Still Depends on Having a Person Within Reach
SAN RAMON, Calif.--(BUSINESS WIRE)--Five9 (Nasdaq: FIVN) today released its 2026 Consumer CX Report, examining how consumers really feel about AI in customer service. The global study found that while 57% of consumers say customer service has improved over the past decade and 47% already find AI useful, just 20% use AI "most of the time" or "always" when seeking service. The findings underscore a wide gap between how fast AI is being deployed in contact centers and how ready consumers are to en