Customer service is now one of the most critical drivers of revenue and brand loyalty. Yet most brands are still struggling to keep pace with rapidly shifting expectations and the rise of AI as a preferred channel for support.

Decagon’s latest report surveys more than 2,000 U.S. adults to uncover consumer expectations of customer service, the role of AI in delivering it, and the generational divides shaping the future of customer experience.

Highlights from the report include:

• 58% of consumers say a single negative support experience would stop them from buying from a brand again.
• 31% would rather go to the dentist than deal with exceptionally frustrating customer support.
• 86% of consumers aged 18–44 say they’d prefer an AI agent over a human if it met criteria like availability, speed, and ease of use.
• 53% of consumers aged 18–44 say AI chatbots can listen better than a spouse or partner.

This report is for CX, product, and engineering leaders who want to understand the new standards of customer experience and how AI can help them deliver faster, smarter, and more empathetic support at scale.