The AI Expectations Gap: Twilio’s Report Finds Businesses Are Measuring AI Success on Metrics Customers Don't Care About
SAN FRANCISCO--(BUSINESS WIRE)--Twilio (NYSE: TWLO), the infrastructure for customer engagement in the AI era, today unveiled its 2026 Customer Insights Series1, a collection of insights revealing how AI is reshaping customer engagement. The global survey2 reveals a major disconnect between how businesses evaluate their AI customer service and how consumers experience it. Across key areas of transparency, customer context, empathy, and value, companies often measure success solely by speed and