Consumers Prefer AI Customer Service Only When It Resolves Issues — Ada Support Inc.

Event summary

Ada's study of 2,000 consumers and 500 enterprise CX leaders found that 59% prefer AI customer service only if it resolves their issue.
Only 24% of consumers reported their most recent AI interaction was fully resolved by AI alone.
55% of businesses lack visibility into AI agent performance, hindering ROI assessment and improvement.
Consumers prioritize accuracy and problem-solving over empathy in customer service interactions.

The big picture

The study highlights a growing disconnect between enterprise priorities in AI customer service—focused on cost reduction and deflection—and what consumers actually value: accurate, problem-solving interactions. As businesses continue to invest heavily in AI-driven CX, the ability to measure and improve resolution rates will be critical for maintaining consumer trust and achieving long-term ROI.

What we're watching

Performance Measurement: Whether enterprises can develop better visibility into AI agent performance to connect it with business outcomes.
Operational Maturity: The pace at which companies will invest in talent and governance frameworks to manage AI agents effectively.
Consumer Expectations: How evolving consumer preferences for AI-driven customer service will impact enterprise strategies.