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Consumers want fast customer service, still value human connection over AI chatbots

The lowdown: Consumers are open to AI-enabled customer service tools, especially when wait times are long, but a human touch remains crucial.

  • Nearly two-thirds (73%) of US consumers and 84% of Gen Zers are open to AI-powered interactions as long as they can escalate to a human if needed, per Five9’s 2025 Customer Experience Report.
  • Brands can make users feel valued by providing short wait times: 71% of respondents said this makes them feel the most respected by a company.