New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience
Five9 (FIVN) has released its 2025 Customer Experience Report, revealing significant consumer openness to AI-powered customer service interactions. The study, surveying over 1,000 consumers across the US, UK, and Canada, shows that 72% of consumers are receptive to AI interactions, while 54% believe generative AI will enhance customer experiences.
Key findings demonstrate a strong demand for service flexibility, with 59% of respondents indicating their channel preference varies by situation. 86% of consumers prefer to try self-service options first, and 59% would choose an instant AI chatbot over waiting for a live agent. However, human connection remains crucial, with 86% of respondents valuing it over quick responses.
The report also highlights the critical importance of service quality, as 40% of customers would cease doing business after one poor experience, and 95% share negative experiences with others. Major pain points include long hold times, forced channel usage, and inconsistent handoffs.
Five9 (FIVN) ha pubblicato il suo Rapporto sulla Customer Experience 2025, rivelando una notevole apertura dei consumatori verso le interazioni con il servizio clienti supportate dall'IA. Lo studio, che ha coinvolto oltre 1.000 consumatori negli Stati Uniti, nel Regno Unito e in Canada, mostra che il 72% dei consumatori è favorevole alle interazioni con l'IA, mentre il 54% crede che l'IA generativa migliorerà le esperienze dei clienti.
I risultati chiave dimostrano una forte domanda di flessibilità nel servizio, con il 59% dei rispondenti che indica che la propria preferenza per il canale varia a seconda della situazione. Il 86% dei consumatori preferisce provare prima le opzioni di self-service e il 59% sceglierebbe un chatbot IA istantaneo piuttosto che aspettare un agente dal vivo. Tuttavia, la connessione umana rimane fondamentale, con l'86% dei rispondenti che la valuta più delle risposte rapide.
Il rapporto evidenzia anche l'importanza critica della qualità del servizio, poiché il 40% dei clienti smetterebbe di fare affari dopo una sola esperienza negativa, e il 95% condivide esperienze negative con altri. I principali punti critici includono lunghi tempi di attesa, utilizzo forzato di canali e passaggi incoerenti.
Five9 (FIVN) ha lanzado su Informe sobre la Experiencia del Cliente 2025, revelando una notable apertura de los consumidores hacia las interacciones de servicio al cliente impulsadas por IA. El estudio, que encuestó a más de 1,000 consumidores en EE.UU., Reino Unido y Canadá, muestra que el 72% de los consumidores es receptivo a las interacciones con IA, mientras que el 54% cree que la IA generativa mejorará las experiencias del cliente.
Los hallazgos clave demuestran una fuerte demanda de flexibilidad en el servicio, con el 59% de los encuestados indicando que su preferencia de canal varía según la situación. El 86% de los consumidores prefiere probar primero las opciones de autoservicio y el 59% elegiría un chatbot de IA instantáneo en lugar de esperar a un agente en vivo. Sin embargo, la conexión humana sigue siendo crucial, con el 86% de los encuestados valorándola más que las respuestas rápidas.
El informe también destaca la importancia crítica de la calidad del servicio, ya que el 40% de los clientes dejaría de hacer negocios tras una mala experiencia y el 95% comparte experiencias negativas con otros. Los principales puntos críticos incluyen largos tiempos de espera, uso forzado de canales y traspasos inconsistentes.
Five9 (FIVN)는 2025 고객 경험 보고서를 발표하며 소비자들이 AI 기반 고객 서비스 상호작용에 대해 상당히 개방적이라는 사실을 밝혔습니다. 미국, 영국, 캐나다에서 1,000명 이상의 소비자를 대상으로 한 이 연구에 따르면, 72%의 소비자가 AI 상호작용에 긍정적입니다, 그리고 54%는 생성적 AI가 고객 경험을 향상시킬 것이라고 믿습니다.
주요 발견은 서비스 유연성에 대한 강한 수요를 보여주며, 59%의 응답자가 상황에 따라 채널 선호도가 다르다고 밝혔습니다. 86%의 소비자는 먼저 셀프 서비스 옵션을 시도해 보기를 원하며, 59%는 대기하는 것보다 즉각적인 AI 챗봇을 선택할 것입니다. 그러나 인간의 연결은 여전히 중요하며, 86%의 응답자가 빠른 응답보다 이를 더 중요하게 생각합니다.
보고서는 또한 서비스 품질의 중요성을 강조하며, 40%의 고객이 한 번의 나쁜 경험 후에 거래를 중단할 것이라고 밝히고, 95%가 부정적인 경험을 다른 사람들과 공유한다고 언급했습니다. 주요 문제점으로는 긴 대기 시간, 강제적인 채널 사용, 불일치한 인수인계가 있습니다.
Five9 (FIVN) a publié son Rapport sur l'expérience client 2025, révélant une ouverture significative des consommateurs aux interactions de service client alimentées par l'IA. L'étude, qui a sondé plus de 1 000 consommateurs aux États-Unis, au Royaume-Uni et au Canada, montre que 72% des consommateurs sont réceptifs aux interactions avec l'IA, tandis que 54% croient que l'IA générative améliorera les expériences clients.
Les résultats clés démontrent une forte demande de flexibilité dans le service, avec 59% des répondants indiquant que leur préférence de canal varie selon la situation. 86% des consommateurs préfèrent d'abord essayer les options d'auto-service et 59% choisiraient un chatbot IA instantané plutôt que d'attendre un agent en direct. Cependant, le lien humain reste crucial, avec 86% des répondants le valorisant plus que des réponses rapides.
Le rapport souligne également l'importance critique de la qualité du service, car 40% des clients cesseraient de faire affaire après une mauvaise expérience, et 95% partagent des expériences négatives avec d'autres. Les principaux points de douleur incluent les longs temps d'attente, l'utilisation forcée de canaux et les transferts incohérents.
Five9 (FIVN) hat seinen Bericht zur Kundenerfahrung 2025 veröffentlicht, der eine erhebliche Offenheit der Verbraucher gegenüber KI-gestützten Kundenservice-Interaktionen offenbart. Die Studie, die über 1.000 Verbraucher in den USA, Großbritannien und Kanada befragte, zeigt, dass 72% der Verbraucher offen für KI-Interaktionen sind, während 54% glauben, dass generative KI die Kundenerfahrungen verbessern wird.
Wichtige Ergebnisse zeigen eine starke Nachfrage nach Flexibilität im Service, wobei 59% der Befragten angeben, dass ihre Kanalpräferenz je nach Situation variiert. 86% der Verbraucher ziehen es vor, zuerst Selbstbedienungsoptionen auszuprobieren, und 59% würden einen sofortigen KI-Chatbot einem Warten auf einen Live-Agenten vorziehen. Der menschliche Kontakt bleibt jedoch entscheidend, wobei 86% der Befragten diesen über schnelle Antworten stellen.
Der Bericht hebt auch die kritische Bedeutung der Servicequalität hervor, da 40% der Kunden nach einer schlechten Erfahrung die Geschäftsbeziehung abbrechen würden und 95% negative Erfahrungen mit anderen teilen. Zu den Hauptproblemen gehören lange Wartezeiten, erzwungene Kanalnutzung und inkonsistente Übergaben.
- Strong consumer acceptance of AI with 72% open to AI-powered interactions
- High adoption potential for AI chatbots with 59% preferring instant AI service over waiting
- 54% of consumers expect GenAI to improve customer service experiences
- 40% customer churn risk after single negative experience
- 95% of dissatisfied customers spread negative word-of-mouth
- Multiple service pain points identified including long hold times and inconsistent handoffs
Majority of consumers now open to AI-powered interactions and expect GenAI to improve their experiences
"Customer expectations are evolving faster than ever, redefining what great experiences look like. To succeed, organizations must prioritize their customers and use AI-driven technologies to deliver faster, more intelligent and personalized service,” said Niki Hall, Chief Marketing Officer, Five9. “Businesses that embrace this transformation aren’t just improving service, they’re building trust, fostering loyalty, and turning every customer interaction into a moment of joy and lasting connection.”
This year’s report uncovered key trends, including:
Consumers Demand CX Flexibility:
- Businesses must meet consumers where they are with anytime-anywhere support. More than ever, it’s necessary for businesses to offer seamless omnichannel experiences.
-
59% of respondents indicated their preferred service channel depends on the situation, with60% saying short wait times are critical. -
86% of consumers will explore self-service options before reaching out to support.
AI's Transformative Role and the Need for Trust:
- Consumers want to use AI-powered interactions and self-service tools, but they need reassurance from businesses that these interactions are correct. To foster trust, companies must prioritize accuracy, intuitive design, and seamless user experiences.
-
72% of consumers are open to AI-powered interactions, provided they can escalate to a human when needed. -
59% of consumers prefer an instant AI chatbot over waiting for a live agent. -
Over half of respondents (
54% ) expect generative AI to improve how companies serve their customers.
The Enduring Value of Human Connection:
-
Human connection is crucial, with
86% of respondents indicating it matters more than a quick response. -
A majority of consumers (
56% ) still prefer phone support for general issues, and this jumps to74% for complex or urgent matters. - Voice interactions remain the top choice across all regions and generations.
Poor Customer Service Has High Business Costs:
- Brands need to have the right AI tools in place to anticipate consumer needs, respond quickly, and take a personalized approach or risk damaging the relationship for good.
-
40% of consumers will stop doing business with a company after just one bad experience, and95% say they tell someone about a negative experience. - Consumers cited long hold times, being forced to use non-preferred channels, and inconsistent handoffs as top frustrations.
The Five9 2025 Customer Experience Report is available for download here.
Survey Methodology
The Five9 2025 Customer Experience Report was conducted by Zogby Analytics among 1,006 respondents across the US,
About Five9
Five9 empowers organizations to create hyper-personalized and effortless AI-driven customer experiences that deliver better business outcomes. Powered by Five9 Genius AI and our people, the Five9 Intelligent CX Platform is trusted by 3,000+ customers and 1,400+ partners globally. The New CX starts here and it's at the heart of every winning experience. For more information, visit www.five9.com
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View source version on businesswire.com: https://www.businesswire.com/news/home/20250313095147/en/
Hannah Blackington
Corporate Communications Director
Press@five9.com
Source: Five9
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