{"version":1,"type":"story","url":"https://digestai.news/story/alchemer-study-says-customers-expect-faster-responses-when-companies-u","json":"https://digestai.news/story/alchemer-study-says-customers-expect-faster-responses-when-companies-u.json","markdown":"https://digestai.news/story/alchemer-study-says-customers-expect-faster-responses-when-companies-u.md","slug":"alchemer-study-says-customers-expect-faster-responses-when-companies-u","headline":"Alchemer study says customers expect faster responses when companies use AI","summary":"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.\n\nNearly 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.\n\nCustomers also complain that AI often fails to understand their needs.","keyPoints":["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."],"whyItMatters":"The findings highlight a growing gap between AI‑driven speed and customer satisfaction, urging firms to balance automation with reliable human support to avoid alienating users.","category":{"slug":"marketing","name":"Marketing & Small Business","url":"https://digestai.news/category/marketing"},"entities":{"companies":["Alchemer","Semrush"],"models":[],"people":[]},"firstPublishedAt":"2026-10-02T12:15:00Z","updatedAt":"2026-10-02T12:15:00Z","sourceCount":1,"hasPrimarySource":false,"sources":[{"outlet":"MarTech","title":"AI is making customers expect more and tolerate less","url":"https://martech.org/ai-is-making-customers-expect-more-and-tolerate-less","publishedAt":"2026-10-02T12:15:00Z","type":"press","primary":false,"lead":true}],"sourceNotes":null,"discussions":[],"thread":null,"cite":{"text":"Digest AI, \"Alchemer study says customers expect faster responses when companies use AI\", 2 October 2026, https://digestai.news/story/alchemer-study-says-customers-expect-faster-responses-when-companies-u","publisher":"Digest AI","title":"Alchemer study says customers expect faster responses when companies use AI","datePublished":"2026-10-02T12:15:00Z","url":"https://digestai.news/story/alchemer-study-says-customers-expect-faster-responses-when-companies-u"},"generatedBy":"Written by Digest AI's editorial model from the linked sources; the sources are the record.","license":"Headlines, digests and key points are written by Digest AI and may be quoted with a link to the story page. Linked articles belong to their publishers. Terms: https://digestai.news/terms#reuse"}