Five9 consumer CX report shows AI trust rises to 55% when human option is visible

By Public Technologies
  • Five9 published its 2026 Consumer CX Report on AI use in customer service, based on a survey of 3,000 consumers.
  • Trust in AI more than doubled when a human option was visible, rising to 55% from 26% without a human option.
  • Consumers showed low tolerance for automation, with 92% giving AI under 10 minutes before seeking a human agent.
  • Adoption remained limited, with 20% using AI “most of the time” or “always” for service despite 47% finding it useful.
  • Potential demand risk emerged, with 40% saying AI-based customer service makes them less likely to use a company.


Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. Five9 Inc. published the original content used to generate this news brief on October 13, 2026, and is solely responsible for the information contained therein.

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