Twilio report finds gap between business AI metrics and customer expectations
TWLO•Twilio’s 2026 Customer Insights Series found AI agents handle 50% of customer service interactions, a share expected to reach 63% by 2027, while customer satisfaction declined at 91% of brands because of AI errors.
1. AI service expectations
Twilio’s 2026 Customer Insights Series found that businesses prioritize AI speed and efficiency over customers’ expectations for effective, personalized support. While 76% of consumers expect AI agents to identify themselves upfront, only 32% of businesses prioritize AI transparency.
2. Human support remains important
The report found that 63% of consumers want easy escalation to a person, and 78% have tried bypassing AI agents. Customer satisfaction declined at 91% of brands because of AI errors, including lost context across channels or previous interactions.
