Five9 consumer CX report shows AI trust rises to 55% when human option is visible
FIVN•Five9’s 2026 Consumer CX Report, based on a survey of 3,000 consumers, found trust in AI rose to 55% when a human option was visible, compared with 26% without one. The survey also found 40% said AI-based customer service made them less likely to use a company.
1. Survey findings
Five9 published its 2026 Consumer CX Report, based on a survey of 3,000 consumers. Trust in AI more than doubled when a human option was visible, rising to 55% from 26% without one; 92% said they would give AI less than 10 minutes before seeking a human agent.
2. Use and demand
Only 20% said they used AI “most of the time” or “always” for customer service, although 47% found it useful. Forty percent said AI-based customer service made them less likely to use a company.
