Five9 has released its 2026 Consumer CX Report, shedding light on consumer sentiments regarding artificial intelligence in customer service. Based on a survey of 3,000 consumers across the U.S., U.K., and Germany, the study reveals that while nearly half of consumers find AI useful, building true trust requires visible human backup, radical transparency, and seamless escalation handoffs.
Five9 released its 2026 Consumer CX Report, surveying 3,000 consumers across the U.S., U.K., and Germany.
While 47% of consumers find AI useful, only 20% rely on it "most of the time" or "always."
Trust in AI more than doubles—from 26% to 55%—when a human option is clearly visible.
92% of consumers give AI agents less than 10 minutes before escalating to a human, with repeated misunderstandings cited as the primary frustration.
71% of consumers consider it very or extremely important to know immediately when they are interacting with an AI agent.
Generational and regional variations show Germany leading in AI openness (52%), while the U.K. places the highest premium on transparency (76%).
As enterprises rapidly deploy contact center automation, a clear divide persists between how quickly companies adopt artificial intelligence and how ready consumers are to rely on it. Although 57% of respondents note that customer service has improved over the past decade, nearly half (48%) actively try to avoid AI when seeking assistance.
The research indicates that consumers are not opposed to AI handling routine queries, provided they maintain a clear, frictionless path to a live agent when complexities arise. Furthermore, getting the handoff right is critical: roughly a third of consumers report having to repeat information they previously gave to a bot after escalating to a human.
"This research validates how we see CX evolving: consumers aren't asking companies to choose between AI and people; they're asking for both, done right," said Amit Mathradas, Chief Executive Officer at Five9. "That's the core of Humantic CX, our vision for AI and human agents working as one system, where AI absorbs the routine, so a person is always there for the moments that need judgment and empathy."
The report highlights notable behavioral differences across demographics and geographies:
Generational Divide: Only 1 in 10 Gen Z consumers feel AI offers no customer service benefits, compared to 55% of the Silent Generation—representing a sixfold gap in acceptance.
Geographic Trends: German consumers express the highest openness to AI at 52%, compared to 46% in the U.K. and 44% in the U.S. Meanwhile, U.K. consumers demand the highest transparency, with 76% emphasizing the importance of knowing they are speaking to an AI agent.
Business Risks: Poorly implemented automation carries distinct commercial consequences, with 40% of consumers stating they are less likely to patronize a brand if it utilizes AI for customer service.
About Five9
Five9 is the proven, open cloud platform for customer experience. Cloud-native since 2001 and built by voice experts for the agentic era, Five9 powers contact centers for more than 4,000 customers across 140+ countries, including leading health systems, financial institutions, and organizations across every major industry. The Five9 platform, powered by Genius AI, serves every channel and workflow, together with the governance, control, and ecosystem flexibility that even the most regulated enterprises demand. Practical AI that learns from every interaction, driving real outcomes for customers and the businesses that serve them. Smarter CX with every interaction.
