Survey Reveals Demand for Human Support Alongside AI
Kim.cc, an AI-driven customer support platform serving more than 200 e-commerce brands worldwide, has released its AI Customer Support Sentiment Report based on a June 2026 survey of 1,000 consumers across the United States. The report highlights a growing consensus among customers regarding the appropriate role of artificial intelligence in customer service and where human assistance remains indispensable.
One of the report's most significant findings is that 35% of respondents experience immediate frustration when they discover they are interacting with an AI-powered support system. While consumers generally appreciate AI handling straightforward inquiries such as order tracking, delivery updates, and frequently asked questions, they continue to prefer human representatives for situations that require empathy, critical thinking, or nuanced decision-making.
Key findings from the survey include:
One of the report's most significant findings is that 35% of respondents experience immediate frustration when they discover they are interacting with an AI-powered support system. While consumers generally appreciate AI handling straightforward inquiries such as order tracking, delivery updates, and frequently asked questions, they continue to prefer human representatives for situations that require empathy, critical thinking, or nuanced decision-making.
Key findings from the survey include:
- 45% of respondents are comfortable with AI managing routine customer service requests, including:
- Checking order status and shipment updates
- Providing information about store hours, return policies, and common FAQs
- Between 45% and 60% believe human involvement is necessary for more complex or sensitive matters, including:
- 45% for resolving malfunctioning devices or software issues
- 50% for handling refunds, billing disputes, or subscription upgrades
- 60% for addressing complaints related to poor customer experiences
- Half of all respondents said that when AI provides incorrect information or fails to resolve an issue, they immediately attribute the problem to company leadership for prioritizing cost savings over customer experience.
- Although younger generations are often considered the most receptive to AI technology, only 16% of Generation Z respondents indicated they are unconcerned about interacting with AI-powered customer support.
- Generation Z and Millennials showed the lowest tolerance for poor automated support experiences, making them more than twice as likely as older generations to switch brands after a negative interaction with AI-driven service.
- More than half of Baby Boomers and Generation X respondents reported experiencing high levels of frustration when dealing with AI-based customer support systems.
- Overall, 35% of consumers said they become frustrated as soon as they realize they are communicating with an AI support tool.
"Customers are not opposed to AI in customer service," said Sachin Jaiswal, Founder and CEO of Kim.cc. "What they reject are poor service experiences. Brands must strike the right balance by combining AI efficiency with human expertise. Customers appreciate automation when it helps them save time, but they also expect the option to connect with a real person when situations require it."
The findings suggest that businesses should adopt a blended customer service model that combines automation with human support. Consumers value AI for handling simple, repetitive requests because it improves speed and efficiency. However, they do not believe AI should completely replace human interaction.
By automating routine and low-complexity inquiries, companies can free their customer service teams to focus on more sensitive, complex, and context-driven issues where human judgment and empathy remain essential.
Click here to know more.
The findings suggest that businesses should adopt a blended customer service model that combines automation with human support. Consumers value AI for handling simple, repetitive requests because it improves speed and efficiency. However, they do not believe AI should completely replace human interaction.
By automating routine and low-complexity inquiries, companies can free their customer service teams to focus on more sensitive, complex, and context-driven issues where human judgment and empathy remain essential.
Click here to know more.
Companies