IT · News · 20260804N

AI Customer Service Adoption

GARTNER INC · 2026-08-04 · Importance 17 · Surprise 24

Gartner reported that 87% of customers believe companies using generative AI for customer service must provide access to a human agent. Half of surveyed customers said GenAI makes support interactions easier, but customers remain resistant to AI implementations that prevent human escalation. The findings point to demand for customer-service systems combining AI automation with readily accessible human support.

Key facts

• A Gartner survey conducted in early 2026 found 87% of customers say companies using GenAI for customer service must provide access to a human agent and 50% of customers find GenAI makes customer support interactions easier. source