A recent Decagon survey highlights a growing preference for AI-driven customer support, particularly among younger consumers, reshaping expectations for brand loyalty and service quality.
70% of consumers are willing to pay more for superior customer support.
58% would abandon a brand after one negative experience.
56% view AI-using brands as modern and innovative.
86% of 18-44-year-olds prefer AI for faster, accurate support.
55% of younger consumers trust AI with personal details over friends.
AI agents are seen as empathetic, with 53% saying they listen better than partners.
The 2025 Decagon survey of 2,077 U.S. adults reveals a strong demand for exceptional customer support. A striking 70% of respondents would pay a premium for products from brands offering top-tier service. Meanwhile, 58% indicated that a single negative interaction could end their loyalty to a brand. These findings underscore the critical role of customer support in maintaining trust and fostering brand loyalty in today’s competitive market.
Brands leveraging AI agents for customer support are perceived as forward-thinking, with 56% of consumers associating AI use with innovation. This perception is particularly strong among younger consumers aged 18-44, who prioritize speed, accuracy, and availability. Notably, 86% of this demographic would choose AI over human agents if it delivers faster and more precise support, signaling a shift toward AI-driven solutions in customer experience.
The survey highlights a generational gap in customer support expectations. Consumers aged 18-44 rate their experiences in industries like finance, travel, and healthcare lower than those aged 45 and older. This younger cohort demands more than just quick responses; they seek intelligence, empathy, and personalization. For instance, 55% feel more comfortable sharing personal details with AI than with friends, and 53% believe AI chatbots can listen better than a spouse or partner.
Younger consumers are twice as likely as older ones to view AI agents as capable of emotional intelligence. This perception is driving a new standard of concierge-level service, where AI handles complex issues and provides 24/7 personalized support. “We’re seeing a real inflection point with the next generation of consumers,” said Jesse Zhang, Co-founder and CEO of Decagon. “A speedy response has become table stakes. They also want intelligence, empathy, and personalization at every touchpoint.”
The rise of AI agents offers brands an opportunity to move beyond reactive support. By handling complex queries, AI frees human agents to focus on generating insights and anticipating customer needs. This shift enables proactive outreach, creating a seamless, concierge-level experience that meets modern consumer expectations.
The Decagon report signals a clear message: brands that prioritize AI-driven, empathetic, and personalized customer support will gain a competitive edge. As consumer preferences evolve, particularly among younger generations, businesses must adapt to deliver innovative and emotionally intelligent service to maintain loyalty and drive growth.
Decagon is the leading conversational AI platform empowering brands to deliver concierge customer experience with AI agents. Combining the power of natural language with the precision of code, Decagon’s Agent Operating Procedures (AOPs) enable enterprises to build, optimize, and scale AI agents for secure, reliable, always-on customer service. Whether resolving issues or proactively helping customers discover greater value, Decagon builds meaningful connections between brands and customers that are authentic, intelligent, and truly satisfying— redefining what customer experience should be.
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