Customers Still Want Access To A Human In Customer Service
CX Dive, Tuesday, August 25th, 2026
A Gartner survey of 3,500+ customers finds most still want the option to reach a human agent.
A Gartner survey of over 3,500 B2B and B2C customers found 87% believe companies using generative AI for support must still provide human agent access, and 90% want the option to speak with a person, even though 50% say generative AI makes interactions easier.
The survey reveals a persistent split between customers enthusiastic about self-service and those wanting human contact.
Experts say successful AI implementation requires transparent disclosure of AI involvement, clear explanation of AI reasoning, and easy escalation to human representatives.