New Research Reveals 72% of Consumers Are Open to AI Interactions

A new report from Five9 has revealed that 72% of consumers are now open to AI-powered interactions, highlighting a growing expectation for businesses to integrate AI into customer experience strategies.

The 2025 Customer Experience Report, based on a survey of over 1,000 consumers across the US, UK, and Canada, sheds light on shifting consumer preferences and the importance of balancing technology with human support.

The findings show that consumers increasingly value flexibility in how they engage with businesses, with 59% stating their preferred service channel depends on the situation.

Fast response times remain a priority, with 60% emphasising their importance. Meanwhile, 86% of respondents said they explore self-service options before contacting support.

While AI adoption is gaining traction, consumers still expect reliability and the option to escalate to a human agent when needed.

Notably, 59% of consumers prefer an instant AI chatbot over waiting for a live agent, and 54% believe generative AI will enhance customer experiences.

Despite AI’s growing role, human connection remains vital. The report found that 86% of consumers value human interaction more than a fast response. While 56% prefer phone support for general issues, this rises to 74% for complex or urgent concerns.

The research also highlights the potential risks of poor customer service. Forty percent of consumers said they would stop doing business with a company after a single bad experience, with 95% stating they would share that experience with others.

“Customer expectations are evolving faster than ever, redefining what great experiences look like. To succeed, organisations must prioritise their customers and use AI-driven technologies to deliver faster, more intelligent and personalized service,” said Niki Hall, Chief Marketing Officer, Five9.

“Businesses that embrace this transformation aren’t just improving service, they’re building trust, fostering loyalty, and turning every customer interaction into a moment of joy and lasting connection.”

The full Five9 2025 Customer Experience Report is available for download.

For more information about Five9 - visit the Five9 Website

About Five9

Five9 empowers organizations to create hyper-personalized and effortless AI-driven customer experiences that deliver better business outcomes. Powered by Five9 Genius AI and our people, the Five9 Intelligent CX Platform is trusted by 3,000+ customers and 1,400+ partners globally. The New CX starts here and it's at the heart of every winning experience.

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Author: Hannah Swankie
Reviewed by: Jo Robinson