How B2C support earns customer trust in AI
We surveyed 1,026 end users to understand how they feel about AI in customer service. Positive sentiment rose once they saw an Agent resolve a real query. For teams managing high volumes of repetitive tickets, this report reveals where trust must be earned, why proof beats promises, and how to build it at scale.Loading form...
What's inside
What the research means for high-volume support orgs
What the research means for high-volume support orgs
We asked 1,026 end users how much they trust AI to handle their support queries, before and after seeing it work. For a queue built on order changes, returns, and where's-my-order, the findings show where trust holds, where trust still needs to be earned, and the levers that move it.
Seeing is believing
74%49% of people described having a positive experience with AI. That number jumped to 74% once we showed them the Agent resolving a real customer query.
Where trust stands today
54%More than half are comfortable with AI handling routine issues. As businesses earn their trust, the more willing people become to hand AI more complex queries.
More capable than a year ago
61%61% of end users say AI has become more capable over the past year. This suggests their feelings warm the more they see AI performing successfully.