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.