NiCE study finds 28.8% of consumers choose AI agents when resolution is guaranteed
NICE•NiCE's Q3 2026 index found 28.8% of consumers would choose AI agents if resolution were guaranteed, up from 23% in Q1. Trust remained the top service priority at 41%, while 63.9% said they would pay more for better service.
1. Consumer service priorities
NiCE's Q3 2026 AI Consumer Experience Index found that 28.8% of consumers would choose AI agents if resolution were guaranteed, up from 23% in Q1. Trust was consumers' top service priority at 41%, ahead of issue resolution at 35.4%; 63.9% would pay more for better service, and consumers would tolerate 2.78 poor experiences before leaving a company, down from 3.24 in Q1.
