Report
Consumer Research Report: The Resolution Gap 2026
See why most people expect automated customer service to fail, what “good service” means to them, and why resolution should replace containment as the measure of success.
What’s inside:
What a survey of 1,049 U.S. consumers reveals about the gap between openness to customer service AI and what people have come to expect from it.
- Why 57% of consumers don’t care whether a human or AI helps, as long as the issue gets fixed, yet 90% assume they’ll need a human anyway
- Why 69% define good customer service as having their problem solved, and why bots are usually graded on containment instead
- Where the “AI speed bump” comes from, and why 46% of consumers say escalating to a human or failing to resolve is their biggest frustration
- What customers do when an AI agent fails to resolve their issue, and why containment counts the customers who give up as wins
- Why 65% of consumers are frustrated when a bot sends them to a self-service channel they’ve already tried
- Customer results from roadside, food ordering, payments, and travel deployments
- Plus many more industry insights
