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Is your organization's expertise reaching its customers? A 2026 survey of 1,030 call center users

Conducted: July 31 – August 1, 2026 / Survey: 2026 Call Center CX (Customer Experience) Consumer Survey

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Preview of Is your organization's expertise reaching its customers? A 2026 survey of 1,030 call center users (P.20)

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A survey of 1,030 consumers who use call centers (conducted July 31 – August 1, 2026). Even when the good service came from AI, 64.6% of the people who received it answered “no problem / satisfied,” and 65.2% would be open to AI of expert-equivalent quality. This report pairs the conditions for trust with the reality of AI acceptance, alongside the corporate survey on “expert skills.”

Recommended for

  • Managers and leaders of call center and CS teams
  • Company staff considering phone AI (AI reception) adoption
  • Anyone working to improve customer experience (CX) or service quality

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