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New Study Finds AI Resolves Issues, but Quietly Breaks Loyalty
Survey of 1,000 U.S. consumers finds AI solves 88% of support issues but only 22% feel more loyal, with poor human handoffs eroding trust.
- On Jan. 29, 2026, the 2026 Customer Expectations Report found AI resolves many support issues but erodes customer loyalty, according to Gladly and Wakefield Research.
- Surveying 1,000 U.S. adults in January 2026, Wakefield Research and Gladly found all experienced AI support after online purchases; 88% reported issue resolution.
- The survey found 88% of customers had issues resolved by AI or hybrid interactions, 59% prefer AI-powered support as their first step, and 57% expect a clear path to a human within five exchanges.
- Only 22% of customers say the AI support experience made them prefer the company, and when blocked from human help, 40% give up or buy elsewhere.
- The report recommends five principles, beginning with making AI a starting point not a gatekeeper, and cites brands including Crate & Barrel, Breeze Airways and Ulta Beauty.
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17 Articles
17 Articles
Helena Independent Record+16 Reposted by 16 other sources
New Study Finds AI Resolves Issues, but Quietly Breaks Loyalty
2026 Customer Expectations Report reveals the growing gap between efficiency and trust
·Helena, United States
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Total News Sources17
Leaning Left1Leaning Right0Center9Last UpdatedBias Distribution90% Center
Bias Distribution
- 90% of the sources are Center
90% Center
C 90%
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