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AI can make fast, convenient service feel like the baseline, but that does not mean customers want every interaction handled by a bot. Survey findings point to a more qualified picture: people may welcome automation when it resolves a problem with less effort, while losing patience when it misunderstands them, makes them repeat information, or blocks access to a person. The surveys show reported attitudes and intentions—not proof that AI alone caused expectations to rise or patience to fall.
What does it mean to say AI makes customers expect more?
Customer expectations and willingness to use AI are different questions. A person can expect a quick, consistent answer and still prefer to get it from a human. AI may raise the comparison bar when it makes immediate responses or self-service more available, but the evidence here does not establish a universal causal shift. It does show that speed, convenience, consistency, and a clear route to resolution matter—and that customers judge automated service by whether it actually delivers them.
In Salesforce’s 2024 State of the AI Connected Customer research, 69% of consumers said they expect consistent interactions across departments, and nearly 60% preferred fewer touchpoints to get information or complete a task. These findings describe stated expectations, not a measured change caused by AI. Salesforce says YouGov conducted a double-blind online survey of 15,015 consumers from July 16 to August 16, 2024, with weighted representation across 18 countries. Salesforce’s survey findings do not mean every customer expects instant service; they underline how disconnected departments and unnecessary handoffs can frustrate people.
Do customers actually want AI in customer service?
There is no single answer. Some survey respondents were open to AI in specific circumstances, while others preferred that companies avoid using it in customer service. The difference often comes down to the task and whether automation leaves the customer in control.
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Openness depends on the benefit
In Salesforce’s 2024 survey, 30% of consumers said they would work with an AI agent instead of a person for faster service. Forty-five percent said a clear escalation path would make them more likely to use an AI agent. These are reported intentions, not observed usage. They suggest that speed can make automation appealing, but the option to involve a person is part of the proposition.
Many customers still prefer a human route
Gartner reported that 64% of surveyed customers would prefer companies not use AI in customer service, and 53% said they would consider switching if a company did. The survey included 5,728 customers and was conducted in December 2023; Gartner published the findings on July 9, 2024. Difficulty reaching a person was respondents’ top concern about AI in service. The switching figure is hypothetical stated intent, not evidence that 53% actually switched. Gartner’s survey release therefore supports concern about AI-only service, not the claim that customers universally hate AI.
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Why can automated service make people less patient?
Automation adds friction when it fails to understand what someone needs or forces them to start over. Twilio’s October 2025 release reported results from a YouGov survey of 7,331 consumers in seven Asia-Pacific markets, conducted in August 2025. In the Australian sample of 1,031 consumers, 50% said AI in customer service made them less patient. In that same Australian sample, 53% described themselves as patient with AI chatbots, compared with 88% with live chat and 90% with phone calls to human agents.
Australian respondents’ reported chatbot frustrations help explain that contrast: 52% cited the bot not understanding the question, 48% cited having to explain themselves repeatedly, and 46% cited scripted or robotic answers. These are Australian self-reports, not global rates or an experimental comparison. In the same market, 84% said an easy transfer from an AI agent to a human was important. Twilio’s Australia results point to the practical issue: a bot that adds steps can make the experience feel worse, even if it responds quickly.
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What should good AI-supported service get right?
AI is useful when it shortens the customer’s path to a correct resolution. Its presence alone is not evidence of better service. Organizations evaluating automated or AI-assisted support should assess the experience from the customer’s side:
- Resolution quality: Does the system understand the request and give a correct, useful answer?
- Effort and continuity: Can it use relevant context, or does the customer have to repeat details when changing channels or reaching another department?
- Speed: Does automation actually reduce the time and steps needed to solve the problem?
- Human escalation: Can customers tell how to reach a person, and does the conversation context carry over?
- Transparency: Is it clear when AI is being used and what it can handle?
- Consistency: Does the answer remain coherent across departments and contact channels?
A useful comparison is not simply “AI versus human.” Direct human support, AI self-service, and AI-assisted human support can each work well or poorly depending on how they handle these measures. The surveys cited here do not compare specific service products or establish a best-performing system.
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Do these surveys prove customers are less tolerant because of AI?
No. The available findings are surveys of stated preferences, expectations, patience, and hypothetical intentions at particular times and in particular populations. They do not establish through controlled testing that AI itself makes customers expect more or tolerate less. They also do not show that stated willingness to switch becomes actual churn.
Zendesk’s 2025 CX Trends release reported that 63% of surveyed consumers were willing to switch to a competitor after one bad experience. Zendesk says the survey data was collected in June and July 2024 across 22 countries, drawing on nearly 5,100 consumers and 5,400 customer-service and experience professionals, agents, and technology buyers. This is a vendor-reported survey result about stated willingness; it is not a universal churn rate or causal evidence that AI produced bad experiences. Zendesk’s report release provides a broader reminder that service failures matter, but it cannot establish that AI is their cause.
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McKinsey’s 2026 analysis surveyed 440 customer-care leaders and executives, so it offers an organizational perspective rather than a measure of what consumers generally feel. It should not be used to generalize customer sentiment. McKinsey’s analysis is relevant to how companies approach AI implementation, not proof of consumer expectations.
What this means for customers and companies
Customers may welcome AI when it removes effort, but judge it by whether it solves the problem and preserves a path to human help. For companies, the challenge is not to automate every interaction; it is to make automation genuinely useful and keep the service journey coherent when it is not. A quick but frustrating exchange does not satisfy an expectation for good service.
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