Key stat: 77% of worldwide consumers are comfortable with AI resolving a question or issue, according to an August survey from CSG.

Beyond the chart:

• Consumers are open to AI-powered support when it comes with a safety net. 73% of US consumers accept AI interactions as long as they can escalate to a human if needed, according to a March report from Five9.
• Meanwhile, younger consumers show where the limits are. 54% of Gen Z prefers no AI involvement in creative work, according to an August Goldman Sachs survey.

Use this chart: Drop this into your next CX automation pitch. When stakeholders push back on AI-powered support, show them that more than three-quarters of consumers already expect bots to solve their problems, not just answer FAQs.

Related EMARKETER reports:

• AI Trends to Watch in 2026 (EMARKETER subscription required)
• Infopack: Customer Experience 2025 (EMARKETER subscription required)

Methodology: Data is from the October 2025 CSG "2026 State of the Customer Experience: Winning Loyalty in the Age of Overwhelm." 1,200 adults ("digital citizens" who have engaged with online services such as paying a bill online, using online customer support, making an online order, or using an online account) across North America, Central & Latin America, and EMEA were surveyed online via email invitation during July 24–August 6, 2025 by Wakefield Research. The sample was evenly distributed across regions.