Unlocking the Future of Customer Service: The Surprising Role of AI and Human Connection

New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience

Five9 has released its 2025 Customer Experience Report, revealing significant consumer openness to AI-powered customer service interactions. The study, surveying over 1,000 consumers across the US, UK, and Canada, shows that 72% of consumers are receptive to AI interactions, while 54% believe generative AI will enhance customer experiences.

Key findings demonstrate a strong demand for service flexibility, with 59% of respondents indicating their channel preference varies by situation. 86% of consumers prefer to try self-service options first, and 59% would choose an instant AI chatbot over waiting for a live agent. However, human connection remains crucial, with 86% of respondents valuing it over quick responses.

The report also highlights the critical importance of service quality, as 40% of customers would cease doing business after one poor experience, and 95% share negative experiences with others. Major pain points include long hold times, forced channel usage, and inconsistent handoffs.

Consumers Demand CX Flexibility

• Businesses must meet consumers where they are with anytime-anywhere support. More than ever, it’s necessary for businesses to offer seamless omnichannel experiences.
• 59% of respondents indicated their preferred service channel depends on the situation, with 60% saying short wait times are critical.
• 86% of consumers will explore self-service options before reaching out to support.

AI's Transformative Role and the Need for Trust

• Consumers want to use AI-powered interactions and self-service tools, but they need reassurance from businesses that these interactions are correct.
• 72% of consumers are open to AI-powered interactions, provided they can escalate to a human when needed.
• 59% of consumers prefer an instant AI chatbot over waiting for a live agent.
• Over half of respondents (54%) expect generative AI to improve how companies serve their customers.

The Enduring Value of Human Connection

• Human connection is crucial, with 86% of respondents indicating it matters more than a quick response.
• A majority of consumers (56%) still prefer phone support for general issues, and this jumps to 74% for complex or urgent matters.
• Voice interactions remain the top choice across all regions and generations.

Poor Customer Service Has High Business Costs

• Brands need to have the right AI tools in place to anticipate consumer needs, respond quickly, and take a personalized approach or risk damaging the relationship for good.
• 40% of consumers will stop doing business with a company after just one bad experience, and 95% say they tell someone about a negative experience.
• Consumers cited long hold times, being forced to use non-preferred channels, and inconsistent handoffs as top frustrations.

The Five9 2025 Customer Experience Report offers insights into the evolving expectations of global consumers and the strategies businesses can use to thrive in the era of The New CX.