In 2025, global attitudes toward AI customer support reveal a mix of optimism and caution.
According to Emplifi, 25% of users prefer AI-powered support, while 71% report being somewhat or very satisfied with their experience.
Despite this, many still favour human agents for personalised interaction.
Key benefits cited include immediate replies (66%) and 24/7 availability (34%), though 24% are willing to wait up to an hour for a response.
