New research by AnswerConnect in the US, UK, and Canada shows attitudes toward AI in customer service are worsening, with more customers rejecting bots, losing trust, and choosing human support.
While businesses continue to invest heavily in AI, the data shows the customer experience may be moving in the opposite direction.
Comparing findings from October 2025 to April 2026, the 6,000-person study shows declining trust in AI, rising frustration, and an increased preference for speaking to real people.
Preference for speaking to a real person has increased from 83% to 85%, while those preferring AI has dropped from 7% to just 5%. At the same time, frustration with AI agents has risen from 54% to 59%, and more customers now say they would hang up if connected to AI (29% → 31%).
Natalie Ruiz, CEO of AnswerConnect, said:
“Businesses are racing to automate, but customers are pushing back. What we’re seeing now is a clear shift. People aren’t just frustrated by AI, they’re actively rejecting it in favor of human interaction.”
The new customer service research highlights a widening gap between business investment in AI and customer expectations:
- 57% say their trust in a business would decrease if it predominantly uses AI for customer service (up from 53%)
- 70% believe customer service would get worse if humans were removed in favor of AI (up from 65%)
- 73% say they would be more loyal to companies that use real people for all service interactions (up from 69%)
The findings suggest that while AI may promise efficiency, it is increasingly creating friction, damaging trust, and driving customers away.
Ruiz continued:
“AI isn’t failing because of the technology, it’s failing because it removes what customers value most: being understood. When businesses replace people with bots, they risk losing not just satisfaction, but loyalty and revenue.”
The research also shows deeper concerns emerging beyond the customer experience. Comfort with AI is declining, concerns around data privacy are increasing, and more people believe AI is negatively impacting creativity and problem-solving.
Ruiz added:
“The opportunity for businesses isn’t to remove humans, it’s to use AI to support them. The companies that win will be the ones that keep people at the center of the customer experience.”
You can download the full 2026 AI Customer Service Attitudes Report at https://www.answerconnect.com/pledge-people-not-bots.