As the CX industry races toward an autonomous future, a new reality check has arrived for brands betting everything on bots.
While the capabilities of AI agents are expanding rapidly, they are increasingly running up against a formidable barrier: the limits of what humans are willing to tolerate in customer service.
According to Metrigy’s Customer Experience Optimization 2025-26 – Consumer Views study, the appetite for automated interaction remains remarkably low. Despite the hype surrounding generative AI, 84.7% of research participants said they would prefer interacting with a human vs. AI agent.
The Resolution Paradox
Perhaps most striking for CX leaders is that efficiency alone isn’t enough to sway public opinion. Even when the “guaranteed fix” of technology is on the table, consumers still opt for a person. According to the study of 503 consumers, 80.1% would still prefer a human agent, even if they were assured their issue would be resolved.
For leaders, the message is clear: ignoring this sentiment comes with significant risk. As Metrigy says, “CX leaders who ignore this simple fact do so at their own peril.”
Where AI Finds its Footing
It isn’t a total rejection of technology, however. The data suggests that consumers see AI as a tool for specific, transactional tasks rather than a replacement for end-to-end support. Currently, 46% of consumers say they will use AI agents in select circumstances.
The study identified the top three use cases where AI agents provide genuine value to the customer:
- Directing them to the right person: 50.4%
- Shipping/order confirmations: 49.6%
- Scheduling or rescheduling appointments: 46.9%
The Empathy Gap
Why does the human agent remain the “comfort zone” for the modern consumer? The preference is rooted in a mix of confidence and emotional intelligence.
The Metrigy study highlights that customers have a higher degree of confidence that their problem will be resolved when speaking to a person. Furthermore, the nuances of communication play a vital role; consumers find it easier to explain complex issues to humans, noting that “humans understand better” and “they’re more empathetic.”
While the AI narrative dominates industry keynotes, this data serves as a reminder that customer experience is, at its core, a human endeavor. Brands that successfully navigate CX will be those that use AI to streamline the “boring” tasks—like routing and shipping updates—while doubling down on the human empathy that consumers clearly still crave.