The 2026 Customer Expectations Report from Gladly and Wakefield Research examined how U.S. consumers experience AI powered customer support. Based on a national survey of 1,000 respondents, the study found that 88 percent had their issue resolved through AI or blended AI to human interactions. Despite these high resolution rates, only 22 percent said the experience increased their preference for the company. The findings indicate that functional resolution does not necessarily translate into emotional satisfaction or long term loyalty outcomes.
The report highlights that customer frustration emerges when AI systems obstruct access to human support or require repeated explanations. Nearly half of respondents said their preference for AI disappears when escalation feels difficult, while 57 percent expect a clear human option within five exchanges. When customers feel blocked, 40 percent abandon purchases or switch providers. The study also shows that tolerance for AI varies by age and task, suggesting that rigid automation strategies can undermine trust. The report concludes that companies should treat AI as an entry point rather than a barrier, and align success metrics with customer sentiment instead of resolution speed alone as organizations redesign service models for loyalty retention in competitive digital consumer markets nationwide today increasingly.
Why it matters
The findings show that AI support strategies must prioritize seamless escalation and customer experience to protect long term loyalty, not just operational efficiency.
Source Attribution
Source: Gladly and Wakefield Research
