Alchemer study says customers expect faster responses when companies use AI
According to Alchemer’s “2026 AI & Customer Expectations Study,” nearly six in 10 consumers say knowing a company uses AI makes them expect faster responses. The study surveyed 2,009 U.S. consumers. 89% say AI has hurt their experience with a company in at least one way.
Key points
- Nearly six in 10 consumers expect faster responses when a company uses AI.
- 89% of respondents say AI has hurt their experience with a company.
- 44% of respondents say difficulty reaching a person is the biggest complaint.
Nearly 30% expect feedback to be acknowledged within 24 hours, and 16% expect acknowledgment immediately. The biggest complaint, at 44%, is difficulty reaching a person when needed, even though AI aims to reduce human involvement.
Customers also complain that AI often fails to understand their needs.
AI is making customers expect more and tolerate less
MarTech · 2 October 2026
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This text was published by MarTech and written by Constantine von Hoffman. It is reproduced here with attribution so you can read it in full; the rights remain with the publisher. Read it at the source ↗
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